That title is a bold statement in a world where AI, ChatGPT and other technologies are doing many tasks that employees have typically performed.
I had the opportunity to collaborate with Capterra on its recent CX survey to understand how companies are investing in technology that drives a better customer experience. Thewas conducted in June 2023 to explore CX strategies and investment decisions at U.S. businesses with 5,000 or fewer employees with respondents being decision-makers at the manager level.
With all the hyperbole surrounding the elimination of jobs in the customer support world, only 9% of companies havestaff. In fact, the majority of companies increased staff. What AI and other technologies are doing in the customer support world is taking care of lower-level questions and problems that simply require automated responses, allowing agents to focus on bigger, more complicated issues.
As an example, it was in the 1990s when airlines started selling tickets online. Before that, the only way to purchase a ticket was to call and make a reservation or go to the airport. In just a few years, almost all airlines were going digital. The customer service agents, also known as reservationists, feared for their jobs. While the shift to passengers booking their own tickets reduced the demand for traditional travel and reservation agents, new jobs were created in the airline industry.
The airline example is similar to many other industries. Undoubtedly, AI eliminates some jobs, especially those requiring low cognitive skills, but it also creates new jobs due to the need for people to develop, maintain and improve new technologies. And consider that new industries will be discovered and developed because of more advanced technologies. They will need workers.
The point of all this goes back to the title of this article. AI will not eliminate jobs—but it will change the job market. Just as some people see a glass of water as half-full or half-empty, you can decide if AI will create scary or exciting times.
Malaysia Latest News, Malaysia Headlines
Similar News:You can also read news stories similar to this one that we have collected from other news sources.
'Eliminate Putin': Target placed on leader by Russian fightersA paramilitary group has suggested it wished to assassinate the Russian president after the death of Wagner Group chief Yevgeny Prigozhin.
Read more »
There’s Only One Good Reason To Watch ‘Ahsoka’ On Disney PlusIt's not a very good reason but it's also not a bad reason.
Read more »
Cheap plans are going to cost 5,000 T-Mobile employees their jobsT-Mobile has announced that it's going to eliminate thousands of job positions to keep up with the growing cost of customer retention.
Read more »
– Volatility to continue as US jobs and inflation data on the wayMarkets have been taunted by shifting Fed expectations over the past week and there’s likely to be more anguish for investors in the next few days as
Read more »
Gold Price Weekly Forecast: US jobs and inflation data could boost XAU/USDGold prices were poised to achieve their first weekly gain in a month. However, following Federal Reserve (Fed) Chair Powell's speech, they started to
Read more »
Biden's climate bill brings investments and jobs to many GOP strongholdsFunds from The Inflation Reduction Act have financed a wave of investments across Republican-held districts.
Read more »