The Evolution of Customer Service: Identifying the Impact of Artificial Intelligence on Employment and Management in Call Centres

Maya C Pillai

doi:10.48001/jbmis.2024.si1010

Maya C Pillai PG Dept. of Economics, NSS College Ottapalam, Kerala https://orcid.org/0009-0006-9619-9975

DOI: https://doi.org/10.48001/jbmis.2024.si1010

Keywords: employment, AI, BPO

Abstract

The transformative role of Artificial Intelligence (AI) is reshaping customer service within call centres. As AI technologies advance, there is a growing trend of automation replacing human agents in these service-oriented environments. The adoption of AI in call centers raises concerns about job displacement for human agents. The economic repercussions of this shift need to be carefully addressed to mitigate potential societal challenges. The economic impact of AI customer care and management is a dynamic interplay of cost efficiency, enhanced productivity, and ethical considerations. Striking a balance between technological advancement and societal well-being is imperative for a sustainable future of the industry.

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