The next applicant the human resources manager could be interviewing is… AI. Companies like Uber, Microsoft, and Hyatt are gearing to replace call center jobs with artificial intelligence. RSF has more.
Talk to human
These three companies are those mentioned by ridesharing media that are fully-decided to replace human jobs with AI. As a matter of fact, they are currently using automated chat and call systems to handle work that previously was done by humans.
This, including wiping out huge chunks of customer support operations, together with replacing several employees. Millions of people work in the call center industry globally.
Uber, Microsoft, Hyatt
“If something happened with little Johnny’s Xbox in the middle of the night, we can now solve that with AI,” Judson Althoff, who runs Microsoft’s sales operations, told RSF.
Althoff added that AI does not simply make it easier for their customers and make the work faster, but it is saving the company around $750 million yearly in customer service costs. Sure, more complex problems cannot be fully-handled by AI – remember those statements from OpenAI saying “AI can sometimes make mistakes,” and “We are unable to proceed with your prompt”? – but the company is constantly expanding what can be fixed automatically.
As for Uber, it has cut 10 percent of jobs in its customer service operations as part of its broader effort to “embrace AI.” Today, Uber pushes its passengers and consumers to submit support requests through their apps, and chat not with human customer representatives, but with AI chatbots.
As for Hyatt, the big hotel chain laid of 30 percent of its in-house customer support in the Americas, citing, “the evolving nature of guests inquiries and shifting business needs.”
Microsoft is a large international technology known for the Windows operating system, the Microsoft365 productivity suite, and cloud computing. It considers itself among the most valuable companies in the world.
On the other hand, Hyatt is a large global hospitality company that manages and franchises luxury and business hotels, resorts, and vacation properties. Founded in the 1950s and based in Chicago, it operates over 1,450 properties across more than 30 brands internationally.
This is patterned after the US
It could also be the perfect moment to make this change, as ridesharing media also reported customer service employment in the United States is declining, and will continue to do so as more tasks become automated. This will even show more by 2030.
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