It’s not necessary to improve the quality to make this happen, only to train it to work with that company’s products and issues, and integrate it into whatever other systems that may be needed. Just need enough call logs for training data, and that’s already something that’s collected.
The tech is already good enough that any call center employees should be looking for other work. That one is just waiting on the company-specific implementations. In twenty years, calling a major company’s customer service and having any escalation path that involves a human will be as rare as finding a human elevator operator today.
Get to the point of replacing a category of employee with automation.
It’s gambling. The potential payoff is still huge for whoever gets there first. Short term anyway. They won’t be laughing so hard when they fire everyone and learn there’s nobody left to buy anything.
Yep. It’s obviously a bubble, but one that won’t pop from just this, the motive is replacing millions of employees with automation, and the bubble will pop when it’s clear that won’t happen, or when the technology is mature enough that we stop expecting rapid improvement.
The money saved on wages would cover a LOT of liability. And most people that have a case don’t pursue it anyway.