Armen Kirakosian, a call center agent, reflects on how artificial intelligence (AI) has transformed customer service roles. Unlike his earlier experiences, AI now provides agents with customer profiles, allowing them to address issues more efficiently. Approximately 3 million Americans work in call centers, often under stress due to repetitive tasks. While AI tools have automated basic functions, concerns about job losses loom, with estimates suggesting up to half of these positions could vanish in the next decade. Some companies, like Klarna, have reverted to human agents after finding AI inadequate for complex issues. Legislative efforts like the “Keep Call Centers in America Act” aim to ensure easier access to human representatives. Innovations, such as Bank of America’s “Erica” chatbot, showcase advancements in predictive technology, reducing the need for traditional interactive voice response (IVR) systems. The future suggests a balance between human agents and AI, enhancing the overall customer experience while maintaining essential human oversight.
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