All of the major players in its vast outsourcing industry, which is forecast to cross $38 billion in revenue this year, are rushing to rollout AI tools to stay competitive and defend their business models.
Over the past eight or nine months, most have introduced some form of AI "copilot." These algorithms mainly work alongside human operators, doing tasks like summarizing all previous contact a customer has had with the company.
For some, the rapid deployment of such tools has been a harsh awakening. Christopher Bautista, 47, had worked in the call center industry for nearly two decades and watched as AI took on more responsibility in gatekeeping customer calls.
Then last November, along with about 70 other people, he says, he was abruptly put on so-called floating status - no work, no pay, but still on the company's books.
Collection
[
|
...
]