Sun, 02 Nov 2025

Sun, 02 Nov 2025 Will AI mean the end of call centres?

Some commentators predict artificial intelligence is about to replace most customer support jobs.

* Human call centre workers are concerned that AI could replace them in the industry, but businesses are also facing challenges in implementing the technology effectively.
* A key challenge is ensuring that AI chatbots have extensive training data and can handle complex customer queries, with some firms struggling to balance the need for human-like conversation with the potential for errors or miscommunication.
* Legislation may soon require businesses to disclose when they use AI in customer service and allow customers to opt-out of speaking to a machine.
* Some companies are already seeing benefits from using AI in customer service, including reduced costs and improved efficiency, but others are still grappling with how to implement the technology effectively.
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