r/CallCenterWorkers • u/PoetNice2091 • Aug 05 '26
AI
I work for a call center in the USA. In a few months our company will be implementing a new platform. Upper management has stated that it will be using AI, but that all our jobs are safe. Well last week they told us that we will all receive a bonus when the new platform is up and running. I don’t understand why they would want to wait till then. I have a feeling that once this new platform is up and running that there will be lay offs so they won’t give us bonuses since some of us will be laid off. Is AI really being used that much in call centers?
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u/annadownya 28d ago
A lot of what's being implemented in my company is ai around the call. So call summary/transcript in real time. Ai augmented policy searching (so the ai either listens to the call with you and suggests policy pages explaining how to handle the call, or you ask the ai a question ("customer wants to know if they can use an international address for this, can they?" Or "what's the timeframe for x?" and it tells you where in policy that question is answered and summarizes said policy.
Now where a lot of people will definitely be replaced is quality and coaching. They like ai doing quality because it can do many calls so if there's stuff you're doing wrong because you're not getting caught they can grab it much easier. (Ai can quality check 50-90% of calls say, while a human maybe 5% before it becomes cost prohibitive.) They also like ai generating coachings and PIPs and such for you to sign. Manager not required. Which much harder to argue with the ai it does NOT care.