Will AI mean the end of call centres?
1 hour ago Share Save Jane Wakefield Technology reporter Share Save
Getty Images Many of us moan about calling call centres, but would dealing with AI be an improvement?
Ask ChatGPT whether AI will replace humans in the customer service industry, and it will offer a diplomatic answer, the summary of which is "they will work side by side". Humans though, are not so optimistic. Last year, the chief executive of Indian technology firm Tata Consultancy Services, K Krithivasan, told the Financial Times that AI may soon mean that there is "minimal need" for call centres in Asia. Meanwhile, AI will autonomously resolve 80% of common customer service issues by 2029, predicts business and technology research firm Gartner. There is currently a lot of hype around "AI agents".
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