This presumes the AI has the same level of problem-solving agency of a real human, which I think is really asking for AGI. Until then I expect AI chatbots will mostly succeed at portraying care and gaslighting customers without actually finding solutions.
That really depends on the type of call center we're talking about.
Many (most?) call centers won't do much more than telling you to turn it off and on again, even when you're talking to a real person. (And for many cutomers, that is really all they need.)
And AI operators in those call centers wouldn't even need to be better than humans, just cheaper. Not just for saving on human hiring: no building rent, no insurance, no this and that; everything would live within a cluster somewhere.
Yeah, could be. Most of the time when I contact customer service, there is no problem-solving necessary, and very little agency demonstrated. But I know call centers get a lot of complicated technical or billing questions that would be tough.
They work with different tiers usually? The first does the easy questions and they can write down the issue. If something happens regularly you can write a calling script for it. The question is if the ai can find the right script fast enough.
Helping the customer is not really the goal. They provide feedback that gives valuable insight into the dysfunctional part of the company so that things can improve. Maybe even generate an investor report from it.
