As AI creeps into telecoms, call centre agents worry they’ll be replaced

CBC: A Telus employee in B.C. says a company requirement to use an AI “co-pilot” on phone calls, part of a suite of AI tools Telus uses internally, has her concerned she’s training a system that will eventually take her job. 

“We’re worried [about] what’s going to happen next,” said the employee, who has worked for Telus for more than a decade.

“Will I have a job to feed my family tomorrow?”…

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