Morgan Stanley Says AI Agents Could Boost, Not Threaten, Call-Center Firms
Yahoo Finance ·
On Wednesday, September 23, 2026, Morgan Stanley published a note indicating that consumer artificial intelligence agents, such as Meta's Muse, may act as a positive catalyst for communications and software providers previously thought to be at risk from automation. Analyst Elizabeth Porter noted that personal assistants performing tasks on behalf of users will likely increase corporate interaction volumes, thereby cushioning contact-center vendors currently facing pressures on seat-based models. Porter highlighted Twilio as having the broadest exposure due to agent-initiated communications like authentication and reservations. Furthermore, contact-center firms including NICE, Five9, and RingCentral could mitigate seat reduction threats, while Wix and Shopify stand to gain within web presence and e-commerce respectively. However, Porter cautioned that this represents a medium-term bull case rather than an immediate catalyst for third-quarter results.
AI 시장 분석
Morgan Stanley analyzed that the spread of consumer AI agents could be a growth opportunity rather than a threat for call centers and communication companies. They forecast it will significantly expand the overall interaction volume by lowering both consumer engagement effort and corporate response costs. This is expected to have a positive impact on the mid-to-long-term earnings of related software and communication vendors like Twilio and Shopify.
상승 영향
- AI — According to Morgan Stanley's analysis, consumer AI agents can expand interaction volume with businesses, driving usage-based monetization for communication and software vendors.
DYAX 전담 분석
According to Morgan Stanley's analysis, consumer AI agents like Meta's Muse can increase interaction volume with businesses, offsetting the risks of traditional seat-based call center models. As an environment is created where consumers can easily ask questions and businesses can respond cost-effectively, usage-based monetization for communication vendors like Twilio is expected to accelerate.
In the bull case, messaging and booking transactions through agent integration will surge, diversifying the revenue of related software companies. On the other hand, in the bear case, since it is a mid-term positive factor, caution is needed as it may not act as an immediate catalyst for short-term Q3 earnings, and future usage metrics and transaction activity rates must be closely monitored.
AI가 생성한 분석으로 투자 자문이 아닙니다.
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