Being replaced by artificial intelligence It is the fear of many workers around the world. Those who work in automated activities are the most likely to be replaced by a chatbot, but there is a specific position that, unfortunately for people, has already begun its transition process.
These are the Call Centers. Although there are thousands around the world, with a person behind them offering a service, these jobs are already on their way to being performed by artificial intelligence. In fact, many companies that provide services to clients have combined systems.
First you talk to a bot and its generic responses don’t solve the problem, they pass your call or chat to a real person. This last step will no longer be necessary, since the advancement of chatbots such as ChatGPT or Bard make service much more personalized and effective.
Plus, when these systems are finally installed, service companies will save a lot of money on salaries. In fact, very recently we told you that a company in India fired all of its Call Center employees, and put a system based on ChatGPT in charge of this area.
The company called Dukaan is located in the city of Bangalore. Their job is to provide customer service to merchants who need to incorporate their businesses into E-Commerce, through a smartphone. The person calls and the agent helps, nothing more than that.
According to what the CEO and founder of the company, Suumit Shah, 32, explains, his workers’ responses to customers were very vague and automated. “Faced with difficult problems, they often seemed perplexed,” the businessman said.
Therefore, it strived to optimize the services offered by OpenAI’s ChatGPT. He trained the artificial intelligence and tested it before laying off his employees.
“Shah used the software to enhance his internal customer service chatbot, Lina, extensively training it on the content of his company’s help center. In December 2022, he let the ChatGPT-powered bot send almost all messages and found that his customers were very satisfied,” the company said in a statement.
So, without much thought he made the decision to keep the chatbot, instead of his employees. “For me it was a no-brainer to replace the entire team with a bot, which is 100 times smarter, instant, and cost me a hundredth of what it used to cost to pay the support team,” said the company’s CEO.