Few new technologies have been embraced as quickly and widely as AI. Many employers are excited by the opportunities to control staffing costs; the staff are understandably excited, but in a different way. Science fiction writer (and scientist) Arthur C. Clarke once remarked. “Technological advancements are vastly overrated in the short term, and vastly underrated in the long term.” Economists likewise opine that in the long run innovation creates net new jobs ..which may be cold comfort to those displaced today.
But according to a recent article, there is one area in many companies where AI should NOT be hastily deployed: the Call Center.
“While LLMs (AI models) are good at many things, they aren’t too useful for customer service tasks that require a reliable response delivered engagingly. Businesses also have no say over the tone the chatbot uses, opening the door for disrespectful, aggressive, or even manipulative customer interactions. This spells bad news for any brand that’s concerned about its reputation, quality assurance, customer satisfaction and liability.”
If you have a call center or rely on a third party to provide same, check out this expert opinion from an INC magazine contributor who warns: I Build Large AI Models. Here’s Why I’m Not Using Them to Replace Employees.
