The coronavirus is accelerating the shift to automation, chatbots, and AI in the call center industry and threatening jobs
Financial Times : Tweets: @chupchap , @ron_miller , and @johnreedwrites Tweets: NTB / @chupchap : Most of the companies are working on low hanging fruits even now. 1. Categorisation with AI and routing. 2. Sentiment analysis based escalation. 3. API-based automation to auto-close requests where possible. https://twitter.com/... Ron Miller / @ron_miller : Let's be real, chatbots can handle basic questions and a narrow set of tasks like prescription refills quite well, but mostly any kind of complex questions still requires humans. https://twitter.com/... @johnreedwrites : Outsourcing, notwithstanding its high-tech veneer, is showing its frailer human side because of COVID-19. The pandemic has exposed the industry's reliance on big call centres, and a push to replace humans with AI and bots is speeding up. Our @FT big read https://giftarticle.ft.com/...