US EditionAI shakes up the call center industry, but some tasks are still better left to the humans
Artificial intelligence manages routine call center tasks globally, improving efficiency and reducing monotony for workers, while human agents focus on complex issues AI cannot resolve.
- Bank of America's chatbot Erica, launched in 2018, has been used 3 billion times and handles more customer service requests this month.
- The rise of AI in call centers comes amid experiments by firms like Klarna replacing large customer service teams with chatbots, causing mixed results.
- Industry leaders like Gadi Shamia envision AI-first contact centers where AI agents manage routine tasks and humans handle complex problems, improving efficiency.
- Armen Kirakosian noted that AI has helped eliminate much of the repetitive, mechanical tasks from our work, although some challenges and limitations still persist.
- Despite some job losses, the call center sector will still require humans for intricate issues, and legislation aims to preserve American call center jobs.
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44 Articles
44 Articles
AI shakes up the call center industry
NEW YORK, United States — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he had to physically write for each call he handled. Thanks to artificial intelligence, the 29-year-old from Athens, Greece,
·Manila, Philippines
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Armen Kirakosian recalls the frustrations of his first job as a call center agent almost ten years ago: irritated customers, constantly searching through menus for information, and physically typing notes…
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Total News Sources44
Leaning Left17Leaning Right5Center18Last UpdatedBias Distribution45% Center
Bias Distribution
- 45% of the sources are Center
45% Center
L 43%
C 45%
13%
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