They might develop A.I. with a potential of replacing humans with low qualification. People who work in call centers are basically like robots with abstract motion. They have very low qualifications. Their work is to talk to people and respond to them by feeding their queries into a computer and replying with what the comp says. This can be easily done with the help of a robot. As far as resolving errors is concern, one or two humans can be appointed. Also A.I have no emotions, and hence they are not affected by the consumer's rudeness. They will be accurate in there response.
Achieving this wouldn't be that hard. It would be like a more complex version of SIRI. Eventually these bots will come to action. Due to this, the labour charges will also reduce. And hence things will get slightly cheaper. So, therefore this is possible and the world will get better as it takes place.
From : www.Teckguide.Co.Nr
It may be 20 years, it may be 100 years, but eventually, if we don't destroy our world first, AI will replace all call centers and eliminate those jobs. At some point, writing and art may be done by AI, but that will be last. All other things will eventually be done by AI and robots (possibly organic robots, but then we will be creating life) and humans can hopefully be left to enjoying their lives and providing service to other humans or creating art. If we don't destroy ourselves first, eventually AI will be virtually indistinguishable from NI (natural intelligence) and will even be able to write and produce art that is appealing to NI organisms.
Super computer brains have already outperformed humans in Chess, on Jeopardy and in medical diagnostic experiments. They have already been shown to have better diagnostic skills and come to conclusions much faster than even well trained humans. The only thing keeping them from becoming common place now is that they are not yet affordable for most companies.
Eventually we will be able to program well enough to eliminate the need for human labor entirely.
It's not like human representatives seem to be any good anyway.
i think robots will take over for people
Humans look for answers, commitment and attention. This is not always possible from robots answering for call centers. When matters call for specific answers or attention to details, robots simply cannot offer the support and satisfaction that a human representative can. Robots answering services are fine for simple task, but when it comes to specific individualized service, nothing can ever replace human representatives.
With the advance in artificial intelligence and computer programming it is becoming easier and easier to fill the roles once held by humans by programs.
In business it makes sense to choose artificial intelligence. Your customers may miss the human interaction but overall their needs will be met and your bottom line will improve since you won't have to pay the wages along with all the benefits tacked on.
A lot of the companies I currently pay my bills with are using Artificial Intelligence and I don't see them stopping anytime soon.
People used to use their minds for simple sales at a gas station, or transactions in offices, first the calculators took over that job, and to make it even easier now a computer can do it on it's own. Just as that happened, so will robots/artificial intelligence begin to take over the call centers. There used to be operators that would at least answer with a cheerful greeting, then transfer you, now that is merely a recording with a phone tree of options.
Technology has advanced to the stage where artificial intelligence can do the job that used to be performed by humans at call centers. Call centers can use technology and the internet to eliminate the need for human representatives. There are already many companies who use artificial intelligence at their call centers. The technology simply needs to be expanded so that all questions can be answered by robots. As the technology advances it will be more and more convenient.
Computers and robots may be getting more advanced, but there will always be cases where someone needs to talk to a person. There may be emergencies, computer glitches, and personal situations that a computer can not interpret. Companies may save a lot of money using computers, but they will lose customers if they can not get to an actual human person when necessary.
Nonetheless, people more often than not, given the option, would rather speak to a human than a machine. Machines are at our finger tips at all times now with the huge uptake of handheld phones, in reality, computers that talk to us, answer our mundane questions, and take pictures. I believe people will chose to speak Betty rather than Watson.
No way; in my opinion, science will never replace a human being. There will always be a moment when a person needs to talk to a human. Robots will always have something missing in them which could cause errors or problems. The robots will never be able to pretend like a human being; there will always be something different!
I sure hope that AI doesn't take over all forms of human interaction, especially at call centers. Sometimes, you just need a human to speak with about an issue, and it would be especially hopeless if AI was the only option at a call center. The way they have it set up now, with partial AI and partial human contact, is the way to go.
AI/robots will never replace company call centers with human representatives, because people want person to person contact. Even the offshore call centers do not work well, because English speaking foreigners do not understand American idioms. The IBM computer, Watson, which won the Jeopardy challenge, made mistakes. When asked "which American city has the largest blah, blah, blah?", Watson answered, "Toronto". At this point, AI and robots are just not sophisticated enough to be practical in a company call center.
Artificial intelligence may increasingly serve customer service needs, but they will never fully replace human representatives. This is because most customers prefer humans and, therefore, companies will continue to have human representatives in order to keep customers happy. Not all companies will do this, but premium ones will, meaning human reps will never be fully eliminated.
When a human is calling into a call center, they are wanting to talk to a human about an issue they are having with the company. Having a human listen to the issue makes the issue easier to resolve. Artificial intelligence on the phone makes the customer feel that they are not important to the company and, thus, they are less likely to be loyal to that company than if a human addresses their issue.
Although I do recognize the advancement of businesses through artificial intelligence, I don't believe that it will eliminate the need for human representatives. Robots or computers are programmed by humans, therefore, they cannot do everything that a human does. If a customer needs a specific question answered and it is only dealing with artificial intelligence, the customer might only get a general answer. This may not be helpful to the customer at all. This is why humans will always need to be on the other end of the phone. The bottom line is, most of us aren't specific enough in instructing others of our needs. Therefore, since we are too vague, a computer would have a difficult time understanding our needs. Look how difficult it can be to try to get a search engine to understand what we are searching for.
Although artificial intelligence can simulate text conversation in Internet chat rooms, it will be very difficult to replace human interaction for telephone support. Language is more than just words, and it would be difficult for computers to simulate vocal tone and sarcasm. But the real problem would start once someone realizes they are talking to a computer. Humans are social beings, and replacing one-half of a conversation with computer support would be a poor business strategy. For example, I go out of my way to avoid automated support when placing telephone orders in order to speak to a live operator. And I think many would switch to a different company, just to avoid the computer system.
The only way they could go fully automated is if they were able to remove all possibility of error. Many times, we desire to speak with a person to ensure that our problem can be solved. Automation is most useful in merely seeking information or paying for a bill. But when it comes to a problem, a person is far more helpful.
Some people have a hard time communicating their problems with a real person, there is some interpretation involved occasionally that can't be done by a machine. When people need help, they need to speak to someone that's able to relate to their problem somehow. Talking to a robotic response system has the affect of enraging some people, since they can't get their point across to a machine. On the other hand, hearing a human voice can have a calming affect.
Artificial intelligence has already given us directed voice-mail based on voice and word recognition. Why will it not take over? There are two reasons. First, call centers are cheaply exported around the world. Why pay thousands of dollars for a cheap call center software that could go wrong when English speaking call center employees are available for a few dollars a day and can be replaced if they are wrong? Why pay for expensive call center software that must be maintained by technicians when cheap foreign labor is available? And rolling out software that competes with call center workers makes those workers even cheaper, making it even more cost competitive. The second reason it will not take over is because people prefer to talk to people, and a call center's entire product is their service to customers. If customers want to talk to people, it is both cheap and better customer service to keep call centers staffed with humans.
First of all, if we don't like having someone answer the phone with an Indian accent and say there name is 'John', why would we want a computer to answer the phone with a computer accent and say that its name is 'John'? Second of all, there are always a multitude of issues that can't possibly be fed into a computer for decision making, and so there will always have to be live people on the end of the line to make human decisions that will never properly be made by artificial intelligence.