Worried that AI is coming for your job? From ChatGPT writing emails to Midjourney making up images, it’s easy to think that AI could replace many of us at work. But the reality is, AI’s been part of some workplaces for longer than you might realize, including in call centers. WSJ’s Lisa Bannon takes us inside one call center where the AI bot, nicknamed Charlie, is getting mixed reviews. And researcher Stephanie Bell gives us some advice on using AI as a tool to do our jobs better. Spoiler: it’s all about evolving with new technology.
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