When Jessica Lindsey’s customers accuse her of being an AI, they are often screaming. During the last two years, his work as an agent of the call center for the Outsourcing Company Concentix has been scored by people at the other end of the phone that demands to speak with a real human. Sometimes they ask him directly: “Are you an AI?” Other times they simply start shouting the commands: ‘Talk to a representative! Talk to a representative …! Skeptic customers are already frustrated when dealing with the automated system that triages call before reaching a person. Then, when Lindsey begins to read from his script approved by Amex, the people they call are enraged by what they perceive as another machine. “They simply end up shouting and hanging,” he said, leaving Lindsey sitting in his local office in Oklahoma, shocked and sometimes crying. “As, I can’t believe they cut me at 9:30 in the morning because they had to deal with AI before they arrived …”
In Australia, Canada, Greece and the United States, the calls of the call center say they have been repeatedly confused with AI. These people, who spend hours talking with strangers, are experiencing surreal conversations, where customers ask them to demonstrate that they are not machines … [Seth, a US-based Concentrix worker] He said he is asked if he is approximately once a week. In April, a client interrogated him for about 20 minutes about whether it was a machine. The person he called asked about his hobbies, about how he liked to fish when he was not at work, and what type of fishing cane used. “[It was as if she wanted] To see if I fail, “he said.” In a moment, I felt that she was an AI trying to learn to be human … “
Sarah, who works in the prevention of benefits fraud for the United States government, and asked to use a pseudonym of fear of being rebuked by speaking with the media, said she is confused with the between three or four times a month … Sarah tries to change her inflection and tone of voice to sound more human. But it has also discovered another point of differentiation with machines. “Every time I meet the AI, it only allows you to speak, it does not interrupt you,” said Sarah, based in Texas. So, when customers start screaming, now try to interrupt them. “I say: ‘ma’am (or sir). I am a real person. I am sitting in an office in the southern US.
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