AI in Call Centers: Empowerment, Not Replacement

Vasili Triant, CEO of UJET, argues that artificial intelligence will not lead to unemployment in call centers. Rather, AI will be used to improve the existing software infrastructure, enabling agents to resolve customer issues more efficiently.

The goal is to reduce the need for operators to juggle multiple systems or escalate requests. AI should act as a force multiplier, providing agents with the tools they need to handle a larger volume of requests more quickly and accurately.

Gartner: Potentially High Costs

Despite the potential benefits, Gartner predicts that implementing AI-based solutions for resolving customer issues could prove more expensive than employing human staff by 2030. This suggests that companies will need to carefully evaluate the cost-benefit ratio before massively adopting AI in call centers.