"Thanks to artificial intelligence, the 29-year-old from Athens, Greece, is no longer writing notes or clicking on countless menus. He often has full customer profiles in front of him when a person calls in and may already know what problem the customer has before even saying "hello." He can spend more time actually serving the customer."A.I. has taken (the) robot out of us," Kirakosian said."
"Roughly 3 million Americans work in call center jobs, and millions more work in call centers around the world, answering billions of inquiries a year about everything from broken iPhones to orders for shoes. Kirakosian works for TTEC, a company that provides third party customer service lines in 22 countries to companies in industries such as autos and banking that need extra capacity or have outsourced their call center operations."
"Much of what these agents deal with is referred to in the industry as "break/fix," which means something is broken - or wrong or confusing - and the customer expects the person on the phone to fix the problem. Now, it's a question of who will be tasked with the fix: a human, a computer, or a human augmented by a computer."
Artificial intelligence has reduced repetitive tasks for call center agents by eliminating manual note-taking and simplifying menu navigation. Agents can see full customer profiles and often identify issues before callers speak, enabling more time for service. Call centers employ roughly 3 million Americans and millions worldwide, handling billions of inquiries across industries like autos and banking. High turnover remains, with about half of agents quitting within a year due to stress and monotony. Routine break/fix tasks are increasingly performed by AI agents or by humans augmented with AI, producing job shifts and localized job losses but also efficiency gains.
Read at Fast Company
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