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Automation challenges call centre jobs

Geoff Riley

24th August 2018

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.

Geoff Riley

Geoff Riley FRSA has been teaching Economics for over thirty years. He has over twenty years experience as Head of Economics at leading schools. He writes extensively and is a contributor and presenter on CPD conferences in the UK and overseas.

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