AI Is Not Reducing Call Center Agent Employment

You know when you're listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Andrew Yang, founder of "Venture for America" (and a long-shot candidate for president in 2020) said "Google recently demonstrated software that can do the job of an average call center worker … that's going to result in hundreds of thousands of jobs lost". Now, I grant some leniency for people outside our industry not getting some details right. But this thought is so wrong -- and, sadly, growing in popularity -- that it really needs correcting.