Customer service reps (CSRs) continue to land on lists of the top ten jobs at risk due to advances in conversational artificial intelligence (AI). Some observers, however, are hopeful the technologies only reinvent the role for the customer’s benefit instead of replacing jobs.
Paul Daugherty, Accenture’s group chief executive, technology and chief technology officer, writing for the Harvard Business Review, predicts AI will automate a few repetitive tasks for CSRs, augment others and add “new, high-value tasks” to the CSR role.
