Impact of AI on Call Center Jobs

The increasing use of artificial intelligence (AI) in call centers raises concerns about job security for workers, particularly in countries like the Philippines and India. Mylene Habilona, president of a call center workers union, highlights the challenges of dealing with frustrated customers while being monitored by AI systems. She emphasizes that AI could displace around 27% of call center workers, creating a considerable threat to employment in this sector. While she believes AI lacks the empathy necessary to fully replace human workers, the potential for job displacement looms large, causing significant stress and anxiety among employees.