Reported about 22 hours ago
The call center industry is undergoing significant change due to artificial intelligence, which helps agents like Armen Kirakosian work more efficiently by providing instant access to customer information. Despite AI taking over routine tasks, the need for human agents remains crucial for complex issues, as some companies have faced challenges when relying solely on AI. Legislative efforts are underway to ensure customers can reach human agents more easily, reflecting a balance between AI efficiency and the irreplaceable human touch in customer service.
Source: YAHOO