Call Centers Turn to AI Chatbots to Ease Staff Shortages, Abuse
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Customer service call centers struggle with labor shortages, high turnover, and customer frustration
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Call center workers face verbal abuse and venting from frustrated customers
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AI chatbots like "Grace" can act as a buffer for simple calls, allowing humans to handle complex issues
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AI chatbots allow companies to handle more calls simultaneously
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Human call center workers provide empathy that AI still lacks, so many companies use a mix of bots and humans