Imagine a customer-service center that speaks your language, no matter what it is. Alorica, a company in Irvine, California, has introduced an artificial intelligence translation tool that enables its representatives to communicate with customers in 200 different languages and 75 dialects.

AI in Customer Service

For instance, an Alorica representative who speaks only Spanish can assist a Cantonese speaker in Hong Kong without needing to hire a Cantonese-speaking rep. This showcases the power of AI, but it also raises concerns about potential job losses as chatbots could handle more workloads.

Job Market Impact

Despite fears, Alorica is not cutting jobs; in fact, it is hiring aggressively. Nick Bunker, an economist at the Indeed Hiring Lab, believes AI will affect many jobs but doesn’t foresee mass unemployment. Historically, technological advancements have eliminated some jobs while creating new ones.

AI Evolution

AI has evolved significantly since its inception in the 1950s with the Logic Theorist. The introduction of generative AI tools like ChatGPT has sparked worries about job displacement in various sectors.

Evidence Against Job Losses

The White House Council of Economic Advisers found little evidence that AI negatively impacts overall employment. They noted that technology typically enhances productivity and creates new job types. A study led by MIT economist David Autor revealed that 60% of jobs in 2018 didn’t exist in 1940, created by emerging technologies.

AI’s Role in Efficiency

Companies like IKEA have retrained customer-service workers to handle more complex tasks instead of cutting jobs. AI can complement human work, enhancing efficiency rather than replacing it. A study showed that customer-support agents using AI tools were 14% more productive.

Real-World Applications

At Alorica, AI tools have significantly reduced the time agents spend resolving customer calls. For example, one representative decreased her average handle time from 14 minutes to just over 7 minutes after training with AI tools.

Future Outlook

As AI continues to develop, it allows companies like Alorica to handle calls in multiple languages without hiring externally. Alorica remains committed to hiring, seeking individuals who are comfortable with new technology.

Conclusion

While AI poses challenges, it also presents opportunities for increased productivity and new job creation. The future of work may not be about job loss but rather about adaptation and evolution in the workplace.