What effects will Artificial Intelligence (AI) have on jobs in call centres?

Will artificial intelligence (AI) lead to job losses in call centres?

Jobs in call centers' have been significantly impacted by artificial intelligence.  

Here are a few examples of how AI has impacted the call centre sector: 

Automated self-service: Call centres are increasingly using chatbots and virtual agents that are AI-powered. These sophisticated programmes can respond to simple client questions and offer self-service alternatives like purchase tracking, FAQs, or account information. This lessens the need for human agents to handle simple activities, allowing them to concentrate on more difficult problems. 

  

  

Intelligent call routing: Using data from client interactions, AI can direct calls to the most qualified agent based on skill set, language ability, or previous contacts with the consumer. By ensuring that calls are routed to representatives who are most qualified to handle certain problems, this increases efficiency and decreases consumer wait times. 

 

Artificial intelligence (AI) systems can comprehend and interpret spoken and written human language thanks to natural language processing (NLP). Chatbots and voice assistants with AI capabilities may converse with clients in a more natural and dynamic way, offering assistance and real-time solutions. 

  

Sentiment Analysis: AI can evaluate customer sentiment during discussions based on their tone, phrases, and context. This aids call centre managers and supervisors in understanding customer satisfaction levels, spotting possible problems, and enhancing the general client experience. 

  

AI can analyse huge amounts of call data to find patterns, trends, and insights through the process of call analytics. Call centres may improve productivity and customer happiness by optimising their operations, identifying areas for improvement, and making data-driven decisions. 

 

While automation and efficiency have been introduced to contact centres by AI, it's crucial to remember that human agents have not totally been eliminated. Human empathy, critical thinking, and problem-solving abilities continue to be important in many consumer interactions. AI is frequently employed to supplement human abilities, freeing up agents to concentrate on more challenging and valuable jobs. 

  

The skill requirements for call centre agents have changed as a result of the introduction of AI in call centres, which is another important point to make. To effectively engage with AI technology, agents now need to gain a deeper understanding of AI systems, data analysis, and customer relationship management. 

  

All things considered, AI has revolutionised the call centre sector, streamlining processes, enhancing customer satisfaction, and rethinking the role of human agents. 

While OYO sends employees on leave without pay, Bigbasket and Grofers are Hiring

OYO puts employees across the globe on furloughs.

Oyo Rooms, also known as Oyo Homes & Hotels, has announced that the company is putting its staff across the globe, excluding India, on furloughs.

Placing thousands of its employees globally on indefinite furlough means the employees will be on leave without pay until further notice.

Hundreds of companies are now taking stringent measures to survive through the coronavirus pandemic.

Oyo Homes & Hotels, said in a statement that, as of now, India is not included in furloughing.
Ritesh Agarwal, who founded Oyo in 2013, shared a video on social media platforms and told the employees that tough decisions are necessary for the health of the business. He, in his address, assured Oyo staff that there would be no job cuts anywhere in the globe “despite significant economic pressures.”

Amid Covid-19 crisis, Oyo has taken a severe hit and business is down by over 70%.  Ritesh himself has taken a 100% pay cut amid this crisis.


Ritesh Agarwal also said the HR teams of their respective countries would give them details of these leaves.

Oyo is one of the largest and fastest-growing hospitality chain of leased and franchised hotels, homes, and living spaces. 

Oyo

Oyo Founding Year – 2013

Founder – Ritesh Agarwal

Location - Gurugram

Website - https://www.oyorooms.com/

Bigbasket to hire 10,000, Grofers adding 5000 employees

In this lockdown period, the online grocery and e-commerce companies like Bigbasket and Grofers are experiencing a surge in demand.


There is a massive spike in orders, and the companies are finding it challenging to meet the requirement of the consumers. The lockdown has forced the people to stay at home and work from home. Since most of the markets are inaccessible, people are placing online orders for the essential items.

Therefore, Bigbasket is looking at hiring 10,000 employees, mostly for its warehouses and for delivering the orders.

"We are looking to hire 10,000 people for our warehouses and last-mile delivery. This hiring will happen across all 26 cities that we are present in," BigBasket Vice President-Human Resources Tanuja Tewari

Bigbasket 

Founders -  Hari Menon, VS Sudhakar, Abhinay Choudhari, Vipul Parekh, VS Ramesh

Founding Year – 2011

Location – Bengaluru

https://www.bigbasket.com/

Similarly, another online grocery platform Grofers is also looking to hire 5,000 employees to improve its capacity to meet the high surge in online orders in this Covid-19 crisis.

Co-founder and CEO Albinder Dhindsa said, "Every day our app is seeing over 1.5 million people trying to order. Given the constraints on how many people we can cater to, we are only able to serve 1 out of 8 customers today.”

Due to the considerable demand, most of the E-commerce companies have struggled to meet the requirements of the consumers.

In addition to the grocery platforms other online platforms, like Zomato and Swiggy have also started delivering groceries. They are also planning to hire people to fulfill deliveries of essential items.

Further, online medicine apps like Medlife, Pharmeasy, 1 Mg are also gearing up to hire more employees.

Grofers

Founders- Albinder Dhindsa, Saurabh Kumar

Founding Year – 2013

Location – Gurugram


Website - https://grofers.com/