The rise of AI technology in customer service has resulted in significant frustration for customers and mistreatment of call center agents. Employees like Jessica Lindsey at Concentrix regularly face angry customers who question their humanity, suspecting they might be speaking to a chatbot. Lindsey's efforts to demonstrate she is a real person usually backfire, leaving her emotionally impacted as she endures shouting and aggravation from callers who first interacted with AI. This dynamic shows how AI's integration into customer service can harm both customer experiences and the well-being of human representatives.
Since the rise of AI in customer service, human agents like Jessica Lindsey have faced accusations of being bots while dealing with infuriated customers who feel frustrated by AI interactions.
Jessica Lindsey describes how she sometimes coughs or giggles to prove her humanity, yet often faces harsher treatment from customers who lash out after interacting with automated systems.
#ai-in-customer-service #emotional-impact #call-center-challenges #human-vs-ai #customer-frustration
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