This is a fascinating and relevant topic. The rise of AI in various industries is undeniable, and it's important to consider its potential impact on the call center sector. Your insights on the future of this field are insightful, and I appreciate the balanced perspective you presented.
Hello miss, I just wanted to say how much I love your voice and the way you speak-your accent is amazing! I’ve been following you for almost four years now, ever since the very beginning of my career. Even though my work is a bit different (I’m doing cold calls), I watch your videos for voice modulation tips. Your delivery and how you handle calls inspire me, and I’ve been learning so much from listening to you. I really admire your style and hope to speak as confidently as you do one day. Thank you for sharing your skills! And lastly I just want to ask you what headphone are you using?
This is the sad reality: I work for a US-based BPO company as a QA. We received a memo yesterday informing us that in December, four of our biggest accounts no longer need human QA and chat support. hundreds of people will lose their jobs before Christmas.
I get some calls where some customer feel more comfortable with a person talking rather than a robot when you hear some say "finally a person not a robot" lol
My rough guess is that within ten years we will see 80% of all call center jobs replaced by AI. And it might only actually take five years to get there... Yes, new jobs will be created, but they will require much more education and intelligence. And not everyone is cut out for demanding high level information technology work. The growing technology will benefit the wealthy owners of capital, and not the rank and file workers, who will get hurt.
My partner owns BPOs in the Philippines. He even said Ph is fucked in the next years. Those chat support agents are the first to go. Imagine companies will hugely lessen their cost (less salaries, less DOLE complaints, no double pay needed during the holidays).
I recently graduated in college last month and i want to apply in BPO company but i saw this video and other article in google that its makes me shocked that AI will be replaced human soon in CC this is sad technology is advancing right now rapidly.
If employers start to use AI's to study non verbal as well as verbal cues candidates will start to deploy AI generated avatars based on themselves but trained to express precisely those subtle behavioral cues that the employers AI is trained to detect and rank. The endgame is that the only way that an employer will know for sure that the candidate they 'interviewed' was a real person rather than an AI generated fake version of a real person will be to meet then in real life, face to face.
Hate to say this but definitely chat and email support will be heavily impacted. It depends on how greedy the companies will be but AI is not free so it depends on how much they are willing to pay for AI enabled services vs paying real humans.
It's not a matter of greed. Who wants to deal with milennials and gen z's that feel so entitled and have no respect for superiors in the workplace? An AI agent does not need vacations, not do they complain.
That's sad though if A.I becomes more developed (like u see in movies or video games) in the future every Jobs will be replaced to the point we're just relying on them. Dang I dig deep there lol
sorry bro, but that is the easiest thing that AI can do. It's called function calling, its basically giving AI or Large Language Models access to external tools.
Tinanong ko meta AI haahaha AI and automation will likely change the call center landscape, but it won't completely replace human agents. Here's why: AI's role: 1. Augmenting agent capabilities: AI-powered tools will assist agents in tasks like: - Data analysis - Sentiment analysis - Personalization - Routing and escalation 2. Automating routine tasks: AI will handle: - Simple inquiries - FAQs - Basic support - Chatbots and IVR systems 3. Enhancing customer experience: AI-driven: - Predictive analytics - Proactive support - Personalized recommendations Human agents' role: 1. Complex issue resolution: Agents will focus on: - Emotional intelligence - Empathy - Critical thinking - Creative problem-solving 2. High-touch interactions: Agents will handle: - Sensitive or confidential issues - Customer complaints or escalations - Building relationships and loyalty 3. Strategic support: Agents will provide: - Technical expertise - Consultative support - Upselling and cross-selling Hybrid model: The future of call centers will likely adopt a hybrid model, combining AI-powered tools with human agents. This blend will: 1. Enhance efficiency 2. Improve accuracy 3. Increase customer satisfaction 4. Reduce costs New skills for agents: To thrive in this hybrid environment, agents will need: 1. Technical skills (e.g., AI tool proficiency) 2. Soft skills (e.g., empathy, communication) 3. Analytical skills (e.g., data interpretation) 4. Adaptability and continuous learning While AI will change the call center landscape, human agents will remain essential for complex, high-touch, and emotionally charged interactions.
Problem Solving Empathy personalized service? A.i. can already do bible sermons...make poems, and yes a.i. can now create art out of thin air without a prompt.
I think AI won't advance that further! It'll be another Deep Blue scenario where investors will pull out their investment because they were promised a quick return of investment but find out that it will take 50 years before they see it! Like I won't live long enough to enjoy my investment! I'm pulling out. Then innovation will be stagnant again.
Nope, AI is advancing very fast. Chat support, QA and content moderators are now being replaced by AI. Give it a year and it will replace voice support for easy accounts. Our company already started using AI for our car service account, it's now good enough to set a service appointment.
A former vice president of Google has said the next upgraded version of ChatGPT will be a major leap forward and excel at being a personal assistant, which means many human call center agents will be replaced by it. And so things are happening fast and will only happen faster.
nowadays those human agents newbie tenured is no need anymore in BPO industries mass floating and unemployed people is waiving so sad reality@@borgz1352
You’re still in denial. We own a BPO, one section of our medical coders/billers are wiped out by our US client- replaced by a SOAP AI tech service Business owners are shifting to AI now to ride the wave.
I believe this will happen soon...too bad because I hate when I call a nimber looking to talk w/a human and all they have is a recording!!! It is so frustating!!!
There is something that AI cannot replace, and that is human touch. No matter the efficiency of AI system is, it cannot match the humanity of somebody that truly symphatize with the callers. Nevertheless, these "consumer friendly products" are more devoted to profits rather than true service which makes it an irony. May all the BPO find our identify as humans who emphatize, rather devoting ourselves to nonsensical KPI's that serves like an AI.
I'd rather speak to AI. And frankly as someone who does tech support and far too often I have men doing inappropriate things on a phone call or a camera. Also, people often abusive. Why should humans have to take abuse? Especially when tech support is usually simple. People can be in their feelings about whatever issue they have today. Some people scream and sob because they have to reset their password. Not joking. Twenty minutes of trying to help a hysterical person by asking them to click forgot password is something AI can do far better.
spoiler: los gobiernos no estan interesados en cuidar a su gente, les conviene tenerlos pobres y empobrecerlos, sera muy dificil que regulen la ia o que hagan algo bueno con eso
Yes, AI will replace call center staff. AI is smarter than most call center employees. Most call center and customer service jobs that are currently outsourced will be replaced by AI. Consequently, the cost of services can decrease for consumers.
Most of the Big AI Labs comes from the US and I don't think trump will impose regulations that would slow down AI at all. Trump's recent talks about AI regulations is basically pro-e/acc.
I think AI has still not reached its peak, it will get smarter, and "somehow" more human. A lot of jobs will be obsolete obviously in the following years. However, I believe in the future most companies will not use AI anymore or use it differently not in creating content or customer service. AI somehow feels like NFT and crypto during COVID-19, there was a time when it was so popular and then it's going down only in a few years. Now, there is a lot of AI-generated content on the internet. A lot of trashy images, videos, articles, and blogs that produced by AI. In the long run, this rubbish content will be re-used again to train the AI and the quality will drop down. This will make companies think twice about using AI because people will also adapt and recognize which one is AI and which one is not. Because most people (their customers) will always prefer real content and connection, don't worry too much!
![Seungmin "그렇게, 천천히, 우리(As we are)" | [Stray Kids : SKZ-PLAYER]](http://i.ytimg.com/vi/kAzmhLHePqU/mqdefault.jpg)
Before: Transfer me to an American Representative
Now: AI, transfer me to a real human.
This is a fascinating and relevant topic. The rise of AI in various industries is undeniable, and it's important to consider its potential impact on the call center sector. Your insights on the future of this field are insightful, and I appreciate the balanced perspective you presented.
Hello miss, I just wanted to say how much I love your voice and the way you speak-your accent is amazing! I’ve been following you for almost four years now, ever since the very beginning of my career. Even though my work is a bit different (I’m doing cold calls), I watch your videos for voice modulation tips. Your delivery and how you handle calls inspire me, and I’ve been learning so much from listening to you. I really admire your style and hope to speak as confidently as you do one day. Thank you for sharing your skills! And lastly I just want to ask you what headphone are you using?
This is the sad reality: I work for a US-based BPO company as a QA. We received a memo yesterday informing us that in December, four of our biggest accounts no longer need human QA and chat support. hundreds of people will lose their jobs before Christmas.
What company?
That's too bad.
That's because we already have enough computing power, blame nvidia for shipping powerful AI Accelerator Chips.
😮
What is the name of your company?
I get some calls where some customer feel more comfortable with a person talking rather than a robot when you hear some say "finally a person not a robot" lol
I want to work in a call center, that's really interesting news.
My rough guess is that within ten years we will see 80% of all call center jobs replaced by AI. And it might only actually take five years to get there... Yes, new jobs will be created, but they will require much more education and intelligence. And not everyone is cut out for demanding high level information technology work. The growing technology will benefit the wealthy owners of capital, and not the rank and file workers, who will get hurt.
At last, freedom!!!
My partner owns BPOs in the Philippines. He even said Ph is fucked in the next years. Those chat support agents are the first to go. Imagine companies will hugely lessen their cost (less salaries, less DOLE complaints, no double pay needed during the holidays).
I recently graduated in college last month and i want to apply in BPO company but i saw this video and other article in google that its makes me shocked that AI will be replaced human soon in CC this is sad technology is advancing right now rapidly.
Same bro
Don't say that, I'm planning on joining a call center for the first time 😭😭😭
Rip
Same here 😭😭😭
Rip all of you
Get certified in AI skills.
If employers start to use AI's to study non verbal as well as verbal cues candidates will start to deploy AI generated avatars based on themselves but trained to express precisely those subtle behavioral cues that the employers AI is trained to detect and rank. The endgame is that the only way that an employer will know for sure that the candidate they 'interviewed' was a real person rather than an AI generated fake version of a real person will be to meet then in real life, face to face.
that's a possibility indeed.
There must be regulations that warn wether it's human or robot, in all aspects..
So i think companies most thinks a lot before acting on this cause it will go to a desaster thanks for all the informations
Hate to say this but definitely chat and email support will be heavily impacted. It depends on how greedy the companies will be but AI is not free so it depends on how much they are willing to pay for AI enabled services vs paying real humans.
It's not a matter of greed. Who wants to deal with milennials and gen z's that feel so entitled and have no respect for superiors in the workplace? An AI agent does not need vacations, not do they complain.
BPO should learn the skill of AI training while it is early because this will be the most in demand job in the future.
Before AI...There is Ai-Ai delas Alas a Filipina actress hehehe
It's sad but it's happening
I think AI will replace many of our Jobs in time, but will have to adapt to those changes.
Nothing sounds more scaring than " Government regulating things".
I remember my last call's survey, customer said I was like a AI becaise of my tone and pace.
That's sad though if A.I becomes more developed (like u see in movies or video games) in the future every Jobs will be replaced to the point we're just relying on them. Dang I dig deep there lol
Yes, AI can converse but i don't think they can process data physically. Like input data to spreadshets. Just maybe.
They can. :) Easily.
sorry bro, but that is the easiest thing that AI can do. It's called function calling, its basically giving AI or Large Language Models access to external tools.
Small businesses dont have the time to set up a robo AI system. To hire someone for example in the Philippines, it takes very little to set up.
Yes
Will you pls suggest some of the skills for the enhancement in BPO sector looking forward to AI (๑•﹏•)
YES THE AI WILL REPLACE CC
❤
Great video!
Might you be interested into adding English/Spanish subtitles to your videos? ✍🏻 💻
Hey...if you turn on the automatic subtitle on RUclips, you should see the English subtitle. No Spanish translation unfortunately.
@@Kwestyon might you be interested into have the typed Spanish and English translation for your videos? I can help
There're a long Time, i didn't hear you.
Been super busy but I'm back now. :)
I’m preparing to apply in a BPO Industry for the first time. Then, this happened. 😭
You should have been born 20 years ago... Sorry... I recommend you study either computer programming or prompt engineering. Good luck...
Tinanong ko meta AI haahaha
AI and automation will likely change the call center landscape, but it won't completely replace human agents. Here's why:
AI's role:
1. Augmenting agent capabilities: AI-powered tools will assist agents in tasks like:
- Data analysis
- Sentiment analysis
- Personalization
- Routing and escalation
2. Automating routine tasks: AI will handle:
- Simple inquiries
- FAQs
- Basic support
- Chatbots and IVR systems
3. Enhancing customer experience: AI-driven:
- Predictive analytics
- Proactive support
- Personalized recommendations
Human agents' role:
1. Complex issue resolution: Agents will focus on:
- Emotional intelligence
- Empathy
- Critical thinking
- Creative problem-solving
2. High-touch interactions: Agents will handle:
- Sensitive or confidential issues
- Customer complaints or escalations
- Building relationships and loyalty
3. Strategic support: Agents will provide:
- Technical expertise
- Consultative support
- Upselling and cross-selling
Hybrid model:
The future of call centers will likely adopt a hybrid model, combining AI-powered tools with human agents. This blend will:
1. Enhance efficiency
2. Improve accuracy
3. Increase customer satisfaction
4. Reduce costs
New skills for agents:
To thrive in this hybrid environment, agents will need:
1. Technical skills (e.g., AI tool proficiency)
2. Soft skills (e.g., empathy, communication)
3. Analytical skills (e.g., data interpretation)
4. Adaptability and continuous learning
While AI will change the call center landscape, human agents will remain essential for complex, high-touch, and emotionally charged interactions.
sorry to say this but meta's AI is not that good.
@Sean-x1l7e yess pooo. i don't really trust Meta AI po hehe..Alongside with other AI
Problem Solving Empathy personalized service? A.i. can already do bible sermons...make poems, and yes a.i. can now create art out of thin air without a prompt.
This will cause an economical collapse cause with out poeple getting salaries no one will call a customer service to get info
I really love the way you speak you're so attractive
I doubt it. AI art is a perfect sample.
YEAH BUT REMEMBER COMPANY OWNERS WILL SAY OOH LOOK YOU DONT HAVE TO PAY TO THIS LETS TRY IT
I think AI won't advance that further! It'll be another Deep Blue scenario where investors will pull out their investment because they were promised a quick return of investment but find out that it will take 50 years before they see it! Like I won't live long enough to enjoy my investment! I'm pulling out. Then innovation will be stagnant again.
Nope, AI is advancing very fast.
Chat support, QA and content moderators are now being replaced by AI.
Give it a year and it will replace voice support for easy accounts.
Our company already started using AI for our car service account, it's now good enough to set a service appointment.
50 years? Man it's already crazy and accelerating.
A former vice president of Google has said the next upgraded version of ChatGPT will be a major leap forward and excel at being a personal assistant, which means many human call center agents will be replaced by it. And so things are happening fast and will only happen faster.
nowadays those human agents newbie tenured is no need anymore in BPO industries mass floating and unemployed people is waiving so sad reality@@borgz1352
You’re still in denial. We own a BPO, one section of our medical coders/billers are wiped out by our US client- replaced by a SOAP AI tech service
Business owners are shifting to AI now to ride the wave.
I believe this will happen soon...too bad because I hate when I call a nimber looking to talk w/a human and all they have is a recording!!! It is so frustating!!!
There is something that AI cannot replace, and that is human touch. No matter the efficiency of AI system is, it cannot match the humanity of somebody that truly symphatize with the callers.
Nevertheless, these "consumer friendly products" are more devoted to profits rather than true service which makes it an irony. May all the BPO find our identify as humans who emphatize, rather devoting ourselves to nonsensical KPI's that serves like an AI.
I'd rather speak to AI. And frankly as someone who does tech support and far too often I have men doing inappropriate things on a phone call or a camera. Also, people often abusive. Why should humans have to take abuse? Especially when tech support is usually simple. People can be in their feelings about whatever issue they have today. Some people scream and sob because they have to reset their password. Not joking. Twenty minutes of trying to help a hysterical person by asking them to click forgot password is something AI can do far better.
spoiler: los gobiernos no estan interesados en cuidar a su gente, les conviene tenerlos pobres y empobrecerlos, sera muy dificil que regulen la ia o que hagan algo bueno con eso
Will milennials and gen z employees change their attitudes towards work and employers now that AI is bound to replace them? I certainly hope so
If we are wise we won't develop further this AI Caz we are replace ourselves
Yes, In 5 years AI will take over the BPO industry.
Yes, AI will replace call center staff. AI is smarter than most call center employees. Most call center and customer service jobs that are currently outsourced will be replaced by AI. Consequently, the cost of services can decrease for consumers.
Most of the Big AI Labs comes from the US and I don't think trump will impose regulations that would slow down AI at all. Trump's recent talks about AI regulations is basically pro-e/acc.
Will AI replace Call centers or not ?
Yes, bitchhh
Did you watch the video? She said that most call centers will be replaced by AI and only the more complex tasks where you need empathy will remain.
@@huckleberryfinn6578 dw AI will develop EQ too, wait for a year, you'll see.
I think AI has still not reached its peak, it will get smarter, and "somehow" more human. A lot of jobs will be obsolete obviously in the following years. However, I believe in the future most companies will not use AI anymore or use it differently not in creating content or customer service. AI somehow feels like NFT and crypto during COVID-19, there was a time when it was so popular and then it's going down only in a few years.
Now, there is a lot of AI-generated content on the internet. A lot of trashy images, videos, articles, and blogs that produced by AI. In the long run, this rubbish content will be re-used again to train the AI and the quality will drop down. This will make companies think twice about using AI because people will also adapt and recognize which one is AI and which one is not. Because most people (their customers) will always prefer real content and connection, don't worry too much!
Don't depend too much on AI . Because one day it will be hacked by hackers. It can cripple an operations
People said the exact same thing about internet banking
Hacked by AI hackers! Lol