Call Center Workers Say Their AI Assistants Create More Problems than They Solve

Call center workers say their AI assistants create more problems than they solve

A study carried out by researchers from several Chinese universities and a Chinese power company looked at what impact AI assistants were having on the plant's customer service reps (CSRs). The results did not paint AI as the miracle assistive technology its creators often portray it as.Read Entire Article

AI in BPO Industry: How PH Call Centers Adapt to Change 2025

The call center industry in the Philippines is going through a major transition. As more global companies introduce automation tools and digital systems, many call center workers are being asked to adjust to new ways of working. Some worry about job loss, while others see this as a chance to grow. The use of AI in BPO industry is no longer an idea for the future, it’s already shaping how tasks are done, how teams are built, and what skills are n…

Call Center Staffers Explain How AI Assistants Aren't Great • The Register - Data Intelligence

ai-pocalypse Recent research details how customer service reps at a Chinese utility’s call center often struggled when trying to use an AI assistant, and were forced to make manual fixes. Researchers affiliated with a Chinese power utility and several Chinese universities recently conducted a study of how customer service representatives (CSRs) at the power utility’s call center use AI assistance during their interactions with customers. The stu…