Automation challenges call centre jobs

Automation (particularly through chatbots) is transforming / disrupting the call centre industry.

This BBC article looks at the background.

How deep will be the disruption that chat-bots have?

Many people have an instinctive aversion to them preferring instead humans on the end of the phone or online call centre who actually understand customers and their real-life issues. As is often the case, it is easy to make the case for artificial intelligence threatening huge numbers of routine jobs. The reality going forward will be more subtle and nuanced.