Business leaders are finally fessing up to the fact that artificially intelligent enterprise software is going kill thousands of service jobs. Michael Corbat, CEO at Citigroup (C) , told the Financial Times Monday that AI, coupled with digitalization, could help eliminate tens of thousands of jobs at call centers. It's the new reality, and it's coming fast. Customer service is a tough nut to crack for banks. Despite all the money they spend developing online banking, smartphone applications and automated teller networks, customers still want to deal with other humans. Citigroup spends $8 billion annually on technology, according to FT, and the firm still employs armies of call center workers. They are the last line of defense. They help cancel lost credit cards or explain why you can't see your electric utility payment online. ...To read the rest of Jon Markman’s article, click here...
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