Fonolo

SEPTEMBER 4, 2018

Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. An agent could be a bank teller, a nurse, or a computer technician.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Fonolo

SEPTEMBER 11, 2018

The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. One way to think of this is that we can have local successes in agent-reduction, while at the same time, see an opposite trend when looking at the data in aggregate (i.e. This matters because, if you sell call center seats for a living (e.g.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Fonolo

SEPTEMBER 11, 2018

The title of last week’s post was “AI is Not Reducing Call Center Agent Employment”. One way to think of this is that we can have local successes in agent-reduction, while at the same time, see an opposite trend when looking at the data in aggregate (i.e. This matters because, if you sell call center seats for a living (e.g.

Customer Service 52

Customer Service Banking Contact Center Call Center 52