With Google’s latest announcement of using AI in call centers, AI will replace some of the human work. Calling the software ‘contact center AI, it will install virtual agents that will answer the customer’s call, and only if the virtual agent cannot solve the issue, it will be passed on the human call center agent. Google has announced it is working with several partners like Cisco and Genesys to build this Artificial Intelligence (AI).
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Coming to the thought of technological advancement, yes the world is moving fast ahead, but in this hoard to achieve the best out of technology, aren’t we somewhere missing the human touch. By placing such villose agents, not only many would loose their jobs, but also the human to the human connection will slowly vanish. We would end up talking to machines more than the humans.
Sometimes its really confusing to understand that at one end technology is bringing the world closer and connecting people and the same technology is replacing the human touch, the human jobs with virtual agents.
What are your thoughts is it all worth? Should AI take over the work of humans, make processes smoother, but then what about the humans, what jobs will they do? Do let us know in comments, what you think about all this
