Like so many millions of American workers, across so many thousands of workplaces, the roughly 230 customer service representatives at AT&T’s call center in Ocean Springs, Miss., watched ...

Zocdoc, the appointment-booking company, has introduced an automated assistant it says can schedule visits without human ...

Especially since the pandemic, it's hard to find people to fill these jobs. The average call-center worker quits after 18 months. Then there's consolidation. Corporate mergers of airlines ...

Last week, I read about one of the bleakest uses for gen AI I've seen yet: First Horizon Bank is rolling out a system to detect when a call center worker was on the brink of "losing it"—and ...

At the same time, in many countries, call center work is a valuable source of income. “For a worker like me, I would say, eventually, AI will replace us.” This is despite Cabalona ...

Williams isn’t the first to voice her concerns about call center work. Earlier this year, workers from the call center of Victoria’s Secret shared the issues they dealt with while working at ...