Deep Dive
Why are call centre workers in countries like India and the Philippines concerned about AI?
They fear AI will replace them in the near future, leading to job displacement. A study suggests 27% of call centre workers could be affected.
How many people work in call centres globally?
Approximately 17 million people work in call centres worldwide.
What challenges do call centre workers face in their jobs?
They deal with angry customers, mental stress, and AI monitoring, which adds to the pressure of resolving issues.
What quality does Mylene Caballona believe AI lacks in call centre interactions?
Mylene believes AI lacks empathy, which is crucial for understanding and calming angry customers.
What percentage of call centre workers could be displaced by AI according to a study?
A study suggests that 27% of call centre workers, or about 300,000 people, could be displaced by AI.
What is the role of AI in monitoring call centre workers?
AI monitors conversations to assess how effectively workers resolve customer issues, adding to their stress.
What does 'in the near future' mean in the context of AI replacing call centre workers?
It means that job displacement by AI is expected to happen very soon or within a short time.
What are filler words, and how are they used in speech?
Filler words like 'you know' and 'um' are used to give speakers time to think or express uncertainty during conversations.
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