OpenAI CEO Sam Altman has raised alarms about the potential loss of entire job categories to artificial intelligence, particularly in customer support. During a recent discussion in Washington, DC, he predicted that some roles will become “totally gone” as AI systems outperform human agents. Altman emphasized the efficiency of AI, describing it as capable of handling customer needs without the common frustrations of human beings, like long wait times or errors. However, critics point out that current AI technologies can be unreliable, often leading to unexpected issues and customer dissatisfaction. A study revealed that most consumers prefer human interaction over AI in customer service. Companies, like fintech firm Klarna, have even reversed their stance on AI replacing human workers after facing public backlash. Altman’s vision for a fully AI-driven future may not align with customer preferences or current technological capabilities. As AI evolves, the debate over its role in the labor market continues.
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