Amazon now offers third-party solutions for contact center AI
Amazon today announced the launch of AWS Contact Center Intelligence (CCI) solutions, a combination of services that enables customers to integrate contact centers with AI through partners in the AWS Partner Network. Amazon says that CCI, which has solutions for things like self-service, live call analytics, and agent assist, is designed to make it easier for companies to apply AI to existing and new systems.
As customer representatives are increasingly ordered to work from home in India, the U.S., and elsewhere, some companies are turning to AI to bridge the resulting gaps in service. The solutions aren’t perfect — there’s always going to be a need for human teams, even where chatbots are deployed — but COVID-19 has accelerated the need for AI-powered contact center messaging.
https://venturebeat.com/2020/08/18/amazon-now-offers-third-party-solutions-for-contact-center-ai/
#Amazon #contact #center #AI
Amazon today announced the launch of AWS Contact Center Intelligence (CCI) solutions, a combination of services that enables customers to integrate contact centers with AI through partners in the AWS Partner Network. Amazon says that CCI, which has solutions for things like self-service, live call analytics, and agent assist, is designed to make it easier for companies to apply AI to existing and new systems.
As customer representatives are increasingly ordered to work from home in India, the U.S., and elsewhere, some companies are turning to AI to bridge the resulting gaps in service. The solutions aren’t perfect — there’s always going to be a need for human teams, even where chatbots are deployed — but COVID-19 has accelerated the need for AI-powered contact center messaging.
https://venturebeat.com/2020/08/18/amazon-now-offers-third-party-solutions-for-contact-center-ai/
#Amazon #contact #center #AI
Empathetic Robots Are Killing Off the World’s Call-Center Industry
That’s a growing threat to the Philippines, where outsourcing accounts for 9% of the economy.
The coronavirus pandemic has been tough on the global call-center industry, and nowhere more than in the Philippines, the world leader in the field. Hundreds of thousands of employees in the former U.S. colony field queries from the other side of the planet, and for the past year many of them have had to work alone from home through the night, grappling with frequent electricity outages, isolation from friends, and the snores of parents, partners, siblings, or children crammed into tight quarters. What comes after Covid-19 is likely to be even worse.
The lockdowns of the past year have accelerated the shift to greater automation in responding to inquiries to lenders, insurers, and telecom operators. Callers looking for assistance with a bill or bank statement increasingly communicate with artificial-intelligence-powered bots. And when they do connect with a human, it’s more frequently in a chat window with someone who’s engaged in multiple conversations at once.
https://www.bloomberg.com/news/articles/2021-03-16/artificial-intelligence-chatbots-threaten-call-center-industry-human-operators
#phillipines #call #center #chatbot #AI
That’s a growing threat to the Philippines, where outsourcing accounts for 9% of the economy.
The coronavirus pandemic has been tough on the global call-center industry, and nowhere more than in the Philippines, the world leader in the field. Hundreds of thousands of employees in the former U.S. colony field queries from the other side of the planet, and for the past year many of them have had to work alone from home through the night, grappling with frequent electricity outages, isolation from friends, and the snores of parents, partners, siblings, or children crammed into tight quarters. What comes after Covid-19 is likely to be even worse.
The lockdowns of the past year have accelerated the shift to greater automation in responding to inquiries to lenders, insurers, and telecom operators. Callers looking for assistance with a bill or bank statement increasingly communicate with artificial-intelligence-powered bots. And when they do connect with a human, it’s more frequently in a chat window with someone who’s engaged in multiple conversations at once.
https://www.bloomberg.com/news/articles/2021-03-16/artificial-intelligence-chatbots-threaten-call-center-industry-human-operators
#phillipines #call #center #chatbot #AI
Bloomberg.com
Empathetic Robots Are Killing Off the World’s Call-Center Industry
That’s a growing threat to the Philippines, where outsourcing accounts for 9% of the economy.
Forwarded from BlackBox (Security) Archiv
Forced unemployment and second-class status: The life of Google's data center contractors
Contractors love the good pay and engaging work in Google's data centers. They resent that Google and its staffing firm, Modis Engineering, make them quit every two years.
Shannon Wait felt a muscle pull in her shoulder as she knelt to lug a 50-pound battery into its rack, but she ignored the pain and kept going. She had 20 batteries to replace in the cavernous, 85-degree warehouse that day.
Hauling batteries is a major part of the job for Wait and hundreds of other workers like her at Google's data centers. They'd tried switching to automated machines during her two years working in the Berkeley County, South Carolina facility, but that stopped after only a few weeks when one of the machines pinned a co-worker to a wall.
Despite the heavy lifting, many of the workers in Google's 14 U.S. data centers at least start out enjoying the work. It's a tech job for people with no tech experience. It pays relatively well ($15 per hour for most contract workers). And while it's physically demanding, it's nothing like working at an Amazon fulfillment center or the local Walmart.
But Wait and other workers like her who keep the data centers running are not actually Google employees. While as many as half the workers in some data centers actually work for Google, make Google salaries and get all those famous Google perks, the other half don't. For data center contractors specifically, that difference can extend beyond second-tier social status to job insecurity and forced unemployment.
Protocol spoke with four contract and full-time Google employees in three of the 14 U.S. locations for this story, all of whom were granted anonymity for fear of losing their jobs (except for Wait, whose data center contract recently ended).
https://www.protocol.com/google-contractors-forced-unemployment
#google #DeleteGoogle #data #center #contractors #unemployment #thinkabout
📡 @nogoolag 📡 @blackbox_archiv
Contractors love the good pay and engaging work in Google's data centers. They resent that Google and its staffing firm, Modis Engineering, make them quit every two years.
Shannon Wait felt a muscle pull in her shoulder as she knelt to lug a 50-pound battery into its rack, but she ignored the pain and kept going. She had 20 batteries to replace in the cavernous, 85-degree warehouse that day.
Hauling batteries is a major part of the job for Wait and hundreds of other workers like her at Google's data centers. They'd tried switching to automated machines during her two years working in the Berkeley County, South Carolina facility, but that stopped after only a few weeks when one of the machines pinned a co-worker to a wall.
Despite the heavy lifting, many of the workers in Google's 14 U.S. data centers at least start out enjoying the work. It's a tech job for people with no tech experience. It pays relatively well ($15 per hour for most contract workers). And while it's physically demanding, it's nothing like working at an Amazon fulfillment center or the local Walmart.
But Wait and other workers like her who keep the data centers running are not actually Google employees. While as many as half the workers in some data centers actually work for Google, make Google salaries and get all those famous Google perks, the other half don't. For data center contractors specifically, that difference can extend beyond second-tier social status to job insecurity and forced unemployment.
Protocol spoke with four contract and full-time Google employees in three of the 14 U.S. locations for this story, all of whom were granted anonymity for fear of losing their jobs (except for Wait, whose data center contract recently ended).
https://www.protocol.com/google-contractors-forced-unemployment
#google #DeleteGoogle #data #center #contractors #unemployment #thinkabout
📡 @nogoolag 📡 @blackbox_archiv