Quibble: It's probably not going to be a 1:1 loss of jobs. A call center's goal is to find the right spot along the cost/satisfaction curve. You can pay more m

Quibble: It's probably not going to be a 1:1 loss of jobs. A call center's goal is to find the right spot along the cost/satisfaction curve. You can pay more money to answer calls quickly and increase satisfaction, or a smaller amount of money to answer calls slowly with lower satisfaction. More satisfied customers are more likely to spend more money with you, so as an operator you're trying to find the level of support that optimizes your bottom line. If AI reduces the cost per call resolution, you're shifting that cost/satisfaction curve. Unless the wait-time to satisfaction relationship is perfectly linear, the new optimum will result in not firing 100% of the workers who could be "replaced" by productivity gains. You'll instead keep some of them around, with a lower total cost, and higher total customer satisfaction. You'll still reduce staffing, but probably less than the raw productivity gain number.