If by “Decimate” you mean “Reduce by a tenth” then it’s already happened.

It’s a soul destroying job anyway.

Wait until generative AI tells a customer to touch electricity.

There are already stories about companies being sued because their AI gave advice that caused the customer to act in a manner detrimental to themselves. (Something about 'plane flight refunds being available if I remember correctly).

Then when they contacted the company to complain (perhaps get the promised refund), they were told that there was no such policy at their company. The customer had screenshots. The AI had wholesale hallucinated a policy.

We all know how this is going to go. AI left, right and centre until it costs companies more in AI hallucination lawsuits than it does to employ people to do it.

And all the while they’ll be bribing lobbying government representatives to make AI hallucination lawsuits not a thing. Or less of a thing.

First of all, it will make cold calling way, way worse. Time to ramp up restrictions, fines and other penalties for that kind of stuff.

When it comes to tech support call centers, some may actually improve. Not because the technology is so superior, but just because the current support simply sucks, and any change would be an improvement. And then they must actually work, i.e. solve the customers problems. On top of that, there is that case where an AI call center made expensive promises (IIRC if promised a car for $1 or something like that), and the judge made the company uphold this deal.

says CEO

Since when do CEOs do things because they’re actually useful and not because they want to cut costs at the expense of the workers and even the public?

Good, fuck call centers. Make sure the societal benefit is captured via tax

I will not be shedding a tear if people no longer have to work in such a soul crushing menial job. Fuck around and findout what happens millions of people lose their jobs all at once.

but anyway this is just some more ai hype stock manipulation shit.

I might be the only one that’s kind of optimistic this will improve some of the cheapest call centers.

Some of them … the people have such thick accents, don’t get any local references, the connection is bad, don’t know the first thing about the subject matter, etc.

I called my health insurance company one time because CVS said my vaccine wasn’t covered there; the lady on the other end of the phone I could barely understand and I had to explain to her that CVS is a pharmacy. She still didn’t give me any helpful information. Eventually via poking around the website or something like that, I found out my insurance company doesn’t cover pharmacist administered vaccines … which is just insane to me.

Extremely ironical that they used an AI generated pie chart in the article that couldn’t even distinguish the colours between choices

Call centres exist because people can’t get the help they need by searching. Take away call centres, and you’re just making it more difficult for customers.

It’s already in the works. We leverage genrative AI via a chat bot in our internal ticketing system for ticket deflection and we’re currently rolling out a similar feature for external customers as well. This goes well beyond simply linking high level FAQs. The bot asks a series of questions based on the issue and goes through the same line of questions our service desk reps ask to help diagnose and resolve the issue. And if they go through the entire T1 process within a minute or so and don’t have an answer, it creates a ticket for the appropriate team based off of whatever platform, app, or website the issue is in regards to.

It’s crazy scalable and has allowed multiple teams to shift focus towards more project oriented work. Without it we probably would have hired more service desk reps as the company grew

We still get some internal customers that just mindlessly click through it or slack us directly but that’s the joy of IT.

I need “shibboleet.”

https://xkcd.com/806/

(Don’t forget to read the hover text.)

In one way, I’m happy this is happening, in another way, I’m not - I’ve given well over 2 decades of my life to the call center way of living. Let me give you a sneak peak into what really happens in the daily life of a call center worker.

• You live by the time on your telephone, it’s your punch in and punch out system in most centers. Don’t clock in more than 8 or 15 or whatever insane metrics they set past your clock in time else you will be considered tardy. This includes all breaks and clocking out.

• If you are a first contact person and taking phone orders, your ‘talk time’ is measured. Anything more than the standardized 5 or 6 minutes is considered excessive and they tell you to move the calls along faster.
  If you are customer service, your talk time is loosened but you are also the first and last contact the customer should have for the issue.

• Your phone calls are monitored and/or recorded (For Real!). If you are like me and hate to your your voice, woe be it to you when they play back your last call or two so you can hear yourself talking to the customer. If not recorded, then it is up to the monitoring person to be nice. You are then told what you need to do to speed up your talk time, or increase sales etc…

Telemarketing

Oh dear God, this is a life sucker and has the highest turnover on jobs. You quickly learn more about human nature in an odd sense. The sheer pressure on booking that next sale is insanely high and if you don’t meet the sales minimums for the day or even hour, you are sent home without pay. I worked for a company which sold HR Manual trials, I was never more relieved and happy to be fired when I was for not making the per-requisite sales quotas for the half day.

TIPS

I don’t think I’ve encountered a single call center rep in my years of service where a CSR decided that today, they would be a jerk. All we ever want to do is get through the day and earn our wages and go home.

One thing I will say with confidence, is everyone you work with has something in common, you aren’t there necessarily because you enjoy it, you are there because it puts food on the table and beats living off of unemployment benefits. It’s a thankless job.

If you receive great service from a call center rep (CSR) and are happy, politely ask to speak with their supervisor and when you do, be sure to leave them a good review. It doesn’t always help to do this after a bad call, but sometimes rebounding to a new agent by calling the company back and asking for a supervisor will make a big difference if you take issue with them about the poor quality of service you received.

Remember, if you can’t resolve an issue with a CSR, It’s not always that they don’t want to resolve the issue for you, their hands are probably tied and in fear of losing their job or being reprimanded, they simply won’t budge.

Kindness goes a long way with us as well, if you are respectful and kind, we reflect the same back to you and often have tools at our disposal to grant you an extra discount and/or savings. We genuinely want to see you happy!

ON THE OTHER HAND

If putting AI in front of the call centers will help screen out the most common issues, then by all means do it. Also, if the stupid bean counters out there which insist of outsourcing to third world countries as it’s cheaper, can find it to be more cost effective to use AI, and keep the jobs local to their country of operation, then I’m in favor of it.

Will the AI not hang up on me when I ask it a question that’s going to take a long time to resolve and fuck up it’s service metrics?

I’ve gone through like 3 service reps in a single problem because the call mysteriously drops after I outline the issue. “Could you hold please?” — click