"When asked what jobs would be lost to the technology, he singled out call center agents at customer support companies. "I'm confident that a lot of current customer support that happens over a phone or a computer, those people will lose their jobs, and that will be done better by an AI," said Altman, in conversation with ex-Fox News host Tucker Carlson."
"Salesforce has slashed its customer support headcount from 9,000 to 5,000, revealed CEO Marc Benioff in September. He said that its army of Agentforce customer service bots should be handling around half of all conversations with customers by next year. However, he admitted that large language models can't do everything - Agentforce currently only speaks English, with support for French, German, Italian, Portuguese, and Spanish in beta."
Customer support and translation roles face significant automation risk from AI, especially phone- and computer-based call-center positions. Large companies are already reducing support headcount while deploying service bots expected to handle roughly half of customer conversations. Current large language models have limitations, including language coverage and imperfections. Multilingual AI tools and machine translation are positioned to reduce the need for human interpreters and translators by enabling automated support across regions. Language barriers currently cause misunderstandings and incorrect records in support interactions. New enterprise AI offerings aim to equip businesses with multilingual capabilities for customer-facing tasks.
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