How AI Driven Customer Service Can Increase Productivity

The idea that artificial intelligence would someday replace humans in certain jobs is nothing new. Now, as some companies make plans for this new reality, it's still an open question as to whether AI should be feared--or embraced as a technology that will make the world a better place.

On this episode, Daron Acemoglu, an economics professor at the Massachusetts Institute of Technology, tells Stephanie that while it may be right to be concerned, people shouldn't be scared. They discuss a new book co-authored by Acemoglu, Power and Progress, and whether AI will yield benefits similar to those conferred by other technological and scientific advancements throughout history.

The key to making AI work in the long run, Acemoglu says, is that workers maintain a role and a voice through protections like unions and government regulation. Without those guardrails, he warned, AI may indeed sideline more humans from the workforce.

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