6 Minute English Call centres: Are you talking to AI?
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Dec 19, 2024 Discover how AI is reshaping the call center experience, aiming to reduce those frustrating hold times. Delve into the economic impact on countries reliant on call center jobs, sparking concerns about job security. Explore the intense stress faced by human workers as they juggle customer frustrations alongside AI monitoring. Contrast the emotional limitations of AI with the essential human empathy in communication. Plus, engage with fascinating trivia about the global call center workforce and uncover the hidden challenges within the wellness industry.
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AI Monitoring Stress
- Mylene Habilona, a call center union president, shared her experience with AI monitoring.
- She described a stressful situation where she had to pacify an angry customer while being evaluated by AI.
AI's Impact on Call Centers
- Call center work is becoming increasingly reliant on AI, causing job displacement.
- A study indicates that 27% of call center workers might lose their jobs to AI.
Empathy in Customer Service
- Mylene Habilona believes AI lacks empathy, a crucial element in customer service.
- She argues that humans are more compassionate than robots, especially when dealing with upset customers.