Will Artificial Intelligence Kill Contact Centers?

Tech magnates like Elon Musk and Bill Gates have cautioned about the threat of super intelligence and artificial intelligence (AI). While the reality of super intelligence may be a few decades away, contact centers are experiencing the "now" of this technology and asking themselves whether increased automation will also mean an increase in job losses. Chatbots are being used in every industry vertical – retail, automotive, financial services, even healthcare – to replace humans in contact centers. AI is expected to take over around 38% of U.S. jobs by the year 2030. And in the UK, up to 30% of jobs are at risk of being taken over by robots and artificial intelligence by the early 2030s, according to PwC.