Call Center Jobs Are Shrinking, Yet Analysis of 14,000 Calls Finds Humans Still Beat AI

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A report from BoldAgents examines call center employment, which has been declining as companies adopt AI tools. Its authors reviewed roughly 14,000 calls to compare how human agents and AI systems perform. The analysis concludes that human agents still outperform AI in these interactions. The source material is a brief Hacker News post linking to the full article, so further methodological detail is not available here.

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