Name: Why Call Center Jobs Will Disappear
Uploaded: 2020-03-07T17:51:03.000Z
Duration: 8 min 48 s
Description: Thousands of YouTube videos with English-Chinese subtitles! Now you can learn to understand native speakers, expand your vocabulary, and improve your pronunciation...

That takes the labor of millions of agents

But soon, automation will take over much of that,

and it starts with the painstaking work of this 23-year-old.

My name is Laura Morales, and I'm a chatbot designer.

But further west in the country's capital of Santo Domingo,

Laura works for one of them, at a company called OutPLEX.

are handled by traditional call center agents

Others are handled by contact center agents

Last year, the company introduced a third kind of agent.

Laura oversees bots for three U.S.-based clients.

The bots resolve simple queries on their own,

Me, as an agent, I used to take three conversations,

With bots, you don't have that limitation.

And so the people who design their speech

The job is kinda like writing a very dry screenplay,

for the many ways customers will respond.

The hard part comes once the bot goes live.

Can you go to the metrics hub over there?

don't work out the way Laura and her team hope they would,

I need to check how the bots did on the previous day.

These are the moments when the bot didn't know

And I can also see how many clients or visitors

clicked on the first button or the second button

So, if my visitors are not interacting with my menus,

that means that maybe something's not right.

So, it's interesting 'cause you used to be coaching

the human agents, and now you're coaching a robot.

You don't have to worry about hurting a bot's feelings.

Laura grew up hearing all about the industry.

Laura started out as an entry-level agent

Last year, she was chosen to manage her company's

took about three months to learn various aspects of the job,

Those are specific human situations that you can't fight.

Because they've helped OutPLEX win more business,

the company has actually hired more human agents

to handle the inquiries that get escalated from the bots.

it's hard not to worry about how this is all gonna play out.

fewer human call center agents than we do now.

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Why Call Center Jobs Will Disappear

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