AI Transforms Call Centers, Retains Millions Globally

Artificial intelligence is transforming the call center industry by easing the workload of human agents and automating routine tasks, allowing employees like Armen Kirakosian in Athens to focus more on serving customers rather than navigating complex menus or taking notes. While AI has led to some job losses, with companies like Klarna cutting hundreds of customer service roles in favor of AI and chatbots, human agents remain essential for handling complex issues such as identity theft. The high turnover rate in call centers, driven by stressful and monotonous work, continues to be a challenge, but AI is helping to alleviate some of these pressures by augmenting rather than fully replacing human workers. Predictions of up to half of call center jobs disappearing due to AI may be overstated, as companies still require skilled human agents for nuanced tasks. Meanwhile, in the broader tech sector, significant layoffs are occurring partly due to AI-driven automation, emphasizing the importance for workers to continuously upskill and integrate AI tools into their workflows to remain indispensable. Experts suggest those who embrace AI and enhance their capabilities will be more likely to retain their positions amid ongoing industry shifts.