The impact of AI on call center jobs is mixed. Some experts argue that AI could augment human jobs, helping call center workers perform better and increasing productivity. Others, however, believe that AI could make jobs more difficult, as humans would be left to deal with more complex issues. Additionally, the use of AI could justify hiring less experienced, cheaper workers, leading to wage deflation across the industry. Despite the debate, entrepreneurs like Shah see the cost benefits of AI as paramount, leading to a continued shift towards AI-powered customer service.
Key takeaways:
- Artificial intelligence is increasingly being used to replace human customer service agents, with chatbots able to provide intricate and lifelike responses to customer queries.
- While AI can help cut costs and improve efficiency, economists warn that the shift could have a significant impact on economies that rely heavily on call center work, such as India and the Philippines.
- Some experts argue that AI could augment rather than replace human jobs, with software tools helping call center workers to perform their roles more effectively.
- However, others warn that AI could make jobs more difficult and lead to wage deflation, as companies could justify hiring less experienced and cheaper workers.