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Call Centers Embrace AI for Faster Service, Lower Costs

May 09, 2024 - techtimes.com
The global contact center AI industry is expected to reach $3 billion by 2028, with 50% of contact centers planning to integrate AI within a year to cut costs and streamline operations, according to TechSci Research. Evie Wang, co-founder of Retell AI, a platform that uses AI-driven voice operators to manage customer queries and appointment scheduling, supports this trend. However, Tata Consultancy Services (TCS) CEO K Krithivasan predicts AI will significantly reduce call center demand within a year, transforming a sector that has historically generated many jobs in Asia.

On the other hand, OpenAI CEO Sam Altman expresses concerns about AI-driven automation replacing white-collar jobs. He warns that AI progress may displace rather than supplement jobs, suggesting the industry will see job eliminations, function changes, and new vocations as artificial intelligence continues to progress. Contrary to Altman's view, Krithivasan believes that as companies gear toward AI adoption, the demand for technological skills will rise worldwide.

Key takeaways:

  • The worldwide contact center AI industry might reach $3 billion by 2028, up from $2.4 billion in 2022, according to TechSci Research.
  • Retell AI, co-founded by Evie Wang, is a platform that uses AI-driven voice operators to manage customer questions and appointment scheduling, serving contact center operators and SMBs with significant call volumes.
  • Tata Consultancy Services (TCS) CEO K Krithivasan expects AI will drastically reduce call center demand within a year, transforming the sector and reducing the number of customer phone calls.
  • OpenAI CEO Sam Altman expressed concerns about AI's influence on the workforce, warning that AI progress may displace rather than supplement jobs.
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