The first victims of the artificial intelligence onslaught are not some distant, future professions, but call centers. The image of the employee who answers hundreds of calls every day is starting to change, as companies in different sectors gradually transfer part of the service to digital responders.
Over 25% of the contacts with customers of the OTE group are now resolved through AI and GenAI tools. These systems are not limited to standard answers, but are trained to deal with more complex requests and formulate an appropriate solution, reducing the need for human intervention.
Vodafone Greece is moving in the same direction, having integrated the digital assistant TOBi into customer services. The AI agent handles approximately 250,000 queries per month in the Greek market and resolves almost two-thirds of them without the intervention of a representative.
The most striking example, however, comes from the credit sector. National Bank recently introduced “Sophia,” an AI agent, to its call center. Each call begins with Sophia asking clients to describe the reason for their communication, without having to go through the traditional menu of options.
EMPLOYMENT LABOR ARTIFICIAL INTELLIGENCE (AI)
