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“It’s like we’ve become the robots.”
Call centers in the Philippines are using artificial intelligence to aid and monitor workers.
They say the tech makes them efficient. But it listens to every call to spot errors, long call times or less-than-satisfied customers, and scores workers accordingly. Their workloads have also increased.
From @restofworld:
https://restofworld.org/2024/ai-reshaping-call-center-work-philippines/
Rest of World · AI is making Philippine call center work more efficient, for better and worseBPO workers say AI tools are monitoring their calls, assisting them with customers, and scoring their performance.