"You'll be able to talk to a human when you need help for many years to come. A new Gartner study shows that fears about AI replacing humans with bots in call centers are unfounded, at least among Fortune 500 companies. None of the biggest corporations reported that they were planning to replace everyone with bots by 2028 and the analysts noticed that several companies are rehiring staff after going all-in on AI too early."
"Customers are still going to have issues that need to be handled by human agents. This is both in terms of just practicality, like super unique issues or super critical issues, but also just in terms of the emotional aspect. If you've been a victim of credit card fraud and you need to talk to someone, you probably want to talk to a human who can provide you with that reassurance."
"Part of the problem, she explained, is that successful AI implementation is not as simple as slapping a bot on the system and letting it do its thing. There's an enormous amount of work that has to be done in the background. This includes linking in data management tools and knowledge bases to automated systems to avoid making the bot deployment useless or even counterproductive. In some cases, companies that rushed to lay off staff to replace them with AI are rehiring them."
A Gartner study found that Fortune 500 companies are not planning to replace all call‑center staff with bots by 2028. Only 11 percent of surveyed companies plan headcount reductions due to AI, while 54 percent will maintain staffing and use AI to boost engagement. Customers will continue to require human agents for unique, critical, or emotionally sensitive issues such as fraud. Successful AI deployment requires extensive background work, including integrating data management tools and knowledge bases. Some companies that rushed to replace staff have rehired employees after reputational harm and customer frustration. Some job reductions and hiring freezes have occurred.
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