Call Center Agent

Business Support

Strong impact of AI on this Job


level of automation


Our comments:

The profession of a Call Center Teleoperator is already experiencing significant impacts from AI advancements. We are witnessing the emergence of automated systems and chatbots that can manage common inquiries, resolve basic issues, and record data autonomously, leading to heightened operational efficiency through the simultaneous handling of a substantial call volume. Nevertheless, for more complex inquiries or interactions requiring a human touch, the role of the teleoperator remains indispensable.

As AI capabilities continue to improve, it is expected that an increasing portion of routine teleoperator tasks will become automated, allowing human teleoperators to focus on more nuanced or delicate cases.

This section reviews the 3 main tasks associated with the job studied and assesses the potential level of automation induced by AI ('AI Automation Impact').
The modeling uses 8 criteria detailed on the 'Methodology' page.
Tasks AI Automation Impact
Answer incoming calls High
Provide information and resolve issues High
Log call data High
Through our research, we have identified two pivotal categories of skills that will be impacted by AI-driven automation :
  • 'At-risk skills,' which are likely to become obsolete due to their susceptibility to automation
  • 'Future-proof skills', which are projected to retain their value and resist automation, thereby ensuring their relevance in the forthcoming job market.
Let's have a look at the future of your skills for this job :
At-risk Skills
Log order data Many systems can automate data entry, especially if it's repetitive.
Manage incoming calls Automation through Interactive Voice Response (IVR) systems can handle a large portion of simple incoming calls.
Future-proof Skills
Offer assistance solutions Finding creative solutions tailored to specific client needs is a skill that's hard to automate.
Sales pitch While AI can recommend sales approaches, the ability to authentically persuade and adapt to unforeseen situations is inherently human.

How does AI impact this job type ?
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