Customer service emerges as an early test of AI’s impact on jobs
The first signs of AI's impact on white-collar jobs are emerging in customer service.
Source excerpt
(NewsNation) — Artificial intelligence has yet to trigger the wave of white-collar job losses that some feared, but customer service is emerging as an early test case.
Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a company spokesperson confirmed to NewsNation.
“We are operating in a world where AI is shaping entire industries,” Megha Yethadka, Uber’s VP of global community operations, wrote in an internal memo sent to employees, calling it an opportunity to “accelerate output” and “improve quality.”
Salesforce CEO Marc Benioff has credited AI with enabling the company to cut 4,000 customer support roles.
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