This article discusses the impact of artificial intelligence (A.I.) on call center workers, using the example of AT&T’s call center in Mississippi. The implementation of A.I. technology in customer service roles has led to changes in job responsibilities, such as automated transcripts and suggestions for customer interactions. Many workers, like Ylonda Sherrod, fear that they are training their own replacements. A survey of U.S. call center workers shows that the majority believe increased use of A.I. will lead to layoffs. While A.I. may create new jobs in the long run, the transition can be challenging for workers like Sherrod who rely on customer service roles for a stable income without a college degree.
| Signal | Change | 10y horizon | Driving force |
|---|---|---|---|
| Chatbots and AI threaten call center workers | Automation of customer service jobs | Fewer human call center representatives | Increased efficiency and cost-cutting measures |
| AI tools replace human tasks in customer service | Gradual elimination of certain tasks | Remaining work becomes more challenging | Improved customer experience and cost reduction |
| Concerns about job loss due to AI | Fear of layoffs and job insecurity | Transition to new jobs and worker protection measures | Need to mitigate negative impacts of AI on employment |
| AT&T integrating AI into customer service | Increased use of AI in customer service operations | Improved efficiency and customer experience | Desire to augment and assist human employees |
| Workers fighting for information about AI plans | Union activism and demand for transparency | Task forces and negotiations around AI implementation | Protection of worker rights and job security |