Although some are pitching it as "replacing" human call centre workers, a more likely scenario is that mundane or routine interactions can be completely automated, allowing human workers to spend more time on more meaningful, complex or sensitive activities. Yes, this will probably lead to individual call centres hiring fewer people, it could well pan out the same way as ATMs (https://rob.al/2LOqmFT) – it made the cost of banking cheaper, meaning banks could extend their reach further and open more branches.
https://rob.al/2vzmKge
This is the second time in a matter of just a few weeks we’re back writing about how Google is working on artificial intelligence software to replace human call center workers.
Google really, really wants to replace call center workers with AI
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