Artificial Intelligence Unleashes Call Center Havoc
Outsourcing companies are trying to convince investors they can move with the times.
An artificial intelligence (AI) logo at the MWC25 tech show in Barcelona, Spain, on Monday, March 3, 2024.
Photographer: Angel Garcia/BloombergThis article is for subscribers only.
Welcome to The Brink. It’s Eleanor Duncan and Edward Clark in London, and Libby Cherry in Frankfurt, looking at the AI impact on call centers. We also have updates on City Brewing, Eutelsat and Perella Weinberg Partners . Follow this link to subscribe. Send us feedback and tips at debtnews@bloomberg.net.
Almost a year ago, Swedish fintech company Klarna unleashed havoc in the call center industry with a shock announcement: Its artificial intelligence assistant was doing the equivalent work of 700 full-time agents.