Why Call Center Jobs Will Disappear

Рет қаралды 526,186

5 жыл бұрын

At a call center in the Dominican Republic, Laura Morales is designing chatbots to respond to customer service requests. A former call center agent herself, Morales has benefited from her new job that is better paid and higher skilled than what she used to do. But will these chatbots end up replacing the livelihoods of millions of agents around the world? This is an episode of Next Jobs, a mini-documentary series hosted by Bloomberg Technology's Aki Ito.
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Пікірлер: 2 200

@nivpcl7416 4 жыл бұрын

what if the caller asks for a supervisor... will their be a chatbot boss?

@jessiemarmolejos 4 жыл бұрын

A chatboss to be specific.

@RandomStrangerr9 4 жыл бұрын

Jessica Hicking lol ... we here in Indian call centre just transfer the call to some other agent and he says im supervisor 😂

@scottyhaines4226 4 жыл бұрын

@@RandomStrangerr9 that's cause all you guys think you're a supervisor

@markuchiha7737 4 жыл бұрын

@@jessiemarmolejos don't assume

@RandomStrangerr9 4 жыл бұрын

Scotty Haines no our supervisor is too busy with his supervisor’s work

@pabloascencio7397 4 жыл бұрын

- Are you a chatbot? - Yes. - Let me speak to a real human please.

@toomuchtruth 4 жыл бұрын

chatbot: fuck off

@sonof9ja848 4 жыл бұрын

@@toomuchtruth hahahahaa

@creativitydisplay3059 4 жыл бұрын

Pablo Ascencio that would be me

@centreman3731 4 жыл бұрын

maybe i speak like this if i chat to chatbot in near future.

@isisg666 4 жыл бұрын

Lol before it was let me speak to a US representative now will be let me speak to a person. Patterns...

@jamessoares129 4 жыл бұрын

As someone who worked in a call center environment for almost 10 years I’ll say bye Felicia! Customer entitlement is what’s gonna destroy America.

@AC-bg4cs 2 жыл бұрын

Dutch customers are nasty as well

@justincraig398 Жыл бұрын

Yes!!! I work in a call center too… customers are horrible.

@user-bx7ot8xd7e Жыл бұрын

Hello, I am from Morocco. How can I apply to work in a call center in America?

@user-bx7ot8xd7e Жыл бұрын

@@justincraig398 Hello, I am from Morocco. How can I apply to work in a call center in America?

@vallyrics2969 Жыл бұрын

America country? Or continente?

@Stelly2015 4 жыл бұрын

When she proudly said “zero guilt” and sipped her rum, I lost total respect. She thinks she’s invincible because she’s “part of it” but there is someone higher up than her who also will have “zero guilt” and eventually get rid her too.

@josephukpong2287 4 жыл бұрын

Well said. She is selfish , arrogant and myopic. She will be humbled when the tide hits her as well

@Lucas-dw4ws 4 жыл бұрын

I noticed she had a nervous leg bounce right after her sip o rum. Her mother even was concerned about it.

@pawala7 4 жыл бұрын

Makes sense though. This is like the transition from paper and calculator accounting to MS Excel. Can't really blame someone for using the tools on offer. These days almost anyone can download and set up open source chatbots, it's not some dark magic.

@amac2791 4 жыл бұрын

Estela Salcedo so true! I thought the same thing!🙌🏽

@raresmircea 4 жыл бұрын

Poor souls always feel the need to play rich and the easiest way is to "put up an act" or "show things that allegedly prove it"

@Harry-qh5rt 4 жыл бұрын

she's a software admin and she's being interviewed like she invented it. what a waste of time.

@youry509 4 жыл бұрын

Harry dude shes bitchy like she didnt come from the bottom 😂🤣

@harvardvillegas4470 4 жыл бұрын

What she's doing can be replaced by automation as well, many jobs in admin are bring replaced by A.I.

@eprahs1 4 жыл бұрын

Calm down

@stuvwxyzabcdefghijkl 4 жыл бұрын

Agree with you. It is obvious that somebody with zero knowledge on technology made this video. Such a big waste of time showing interview with an admin. Tomorrow Bloomberg will organise another interview with another data entry operator about the use of Artificial intelligence and Augmented reality.

@williamwilson6499 4 жыл бұрын

You incels are so triggered.

@steveb.bautistajr.2971 4 жыл бұрын

AI can't handle human's stupidity. EQ is still needed.

@rykitea777 4 жыл бұрын

Precisely ahahahaha lol

@justinmahatoo 4 жыл бұрын

Because people like me type "0101011001" to these live bots....

@landz2228 4 жыл бұрын

What's the meaning of the E??

@kristinekg 4 жыл бұрын

@@landz2228 emotional qoutient

@ebencipe 4 жыл бұрын

Steve Bautista But it can spare employees on being demoralize by abusive clients

@alejandrote7059 4 жыл бұрын

ZERO GUILT? she is just a puppet and I seen many with that arrogant attitude get fired from operations manager and have to go to another call center and start from the bottom

@accuratealloys 4 жыл бұрын

Alejandro Te if not her then there are thousands right behind her that want her job. What about the guy that invented CDs? He put all of those people at the cassette tape factories out of jobs. Where are your tears for them?

@gbat2479 4 жыл бұрын

Unless she learns how to code herself, she will be obsolete soon.

@ericab4498 4 жыл бұрын

shhhhh she thinks she's far too brilliant

@universeofopulence 4 жыл бұрын

...A.I...can code too..

@justshady 4 жыл бұрын

Nah, coding is actually low end. Vision can’t be replaced. Look at Steve Jobs

@jon-unicorn-doxxer 4 жыл бұрын

@@justshady but vision only works on very few people tho

@Eugenepanels 4 жыл бұрын

Thats the whole Point of ai i thought was that they wud code for us? Tf am i wrong then

@jaydegarcia 4 жыл бұрын

One of the most disrespected positions in the work field.

@meetstepsisalcoholicdouche6167 4 жыл бұрын

Yeah it is. That’s a stressful job

@Dhunt17 4 жыл бұрын

@ben yosep lmfao flewed out on a dime nigga

@john0233 4 жыл бұрын

I am a call center agent for 5 years now, and I firmly believe that this will not satisfy customers/clients. Bots may be used for just inquiries, and its more frustrating for them if they don't get the answer they need. Automation/Bot agent is a NO for me.

@pppaaattt4671 4 жыл бұрын

Ive been a call age nt over 14 years. Agree

@ebs7411 4 жыл бұрын

Bots are slow and steady learners and it's hard to see now, but at one point they will surpass human performance, and continue to improve beyond human capabilities.

@ericab4498 4 жыл бұрын

that's why they need to be coded well enough that you are sure you did work with a person or they are not worth implementing

@TruthFLA 4 жыл бұрын

You are dumb. No on likes IVRs either when they first started niw you can't call any company not hear one.v

@Mic_Glow 4 жыл бұрын

With developments in speech recognition and AI over 80% of customer queries can be automated, what's left are customers with complicated problems (where the standard flowchart/ script won't help) and Idiots (someone who can't login onto Netflix and calls Netgear because "internet is down" and Microsoft already turned them down so they yell).

@iamkingsolomon 2 жыл бұрын

I currently work as a travel agent, call center rep. Never knew it was a call center job. I advise everyone to RUN from all call center jobs. I'll be glad when the customers have to work with the bots over the phone or chat because of the phone humans cannot control themselves and have total disregard for others who they called for assistance. I had international clients and the American clients were ALWAYS the most brutal, just rude and entitled.

@MT1075 Жыл бұрын

Yes, they are the worst

@phasinator2918 4 жыл бұрын

When it comes to customer service, nothing beats human interaction.

@Thenevisian 4 жыл бұрын

Does the Laura know she's training her replacement? The bot

@user-md6jf4pu7f 4 жыл бұрын

If she does not train it, she will be fired (automatically)

@Jim_Beam_Coffee_Beam 4 жыл бұрын

She will be fired soon and replace by her own creation. that is how stupid she is, okay zero guilt huh. Prepare yourself bitch.

@markroselinda9503 4 жыл бұрын

Michael Henville Hello

@eusebiusbob3249 4 жыл бұрын

No she's not she's taking away the jobs of the team she runs she's like the main programmer we always need the admin so her job is fine for now

@thestreamoflife1124 4 жыл бұрын

Hahahaha true

@marvinnavia9592 4 жыл бұрын

Customer: "I wanted to talk to a supervisor". Chatbot: "Are you a super customer?"

@MixedFitBeauty 4 жыл бұрын

😂

@K_Love_777 4 жыл бұрын

😂😂🖒

@rena3660 4 жыл бұрын

😆

@tagaisla3865 4 жыл бұрын

😂😂

@jater10 4 жыл бұрын

Did you mean you want to make a purchase?

@kassandrab665 4 жыл бұрын

I hated working at a call center. I wanted to help the customer and they just wanted me to up-sell even at the cost of losing the customer. Also got some terrifying calls. I quit after 3 weeks of training because it was so awful.

@vikinginspace4881 Жыл бұрын

You never even started lol

@metatechnocrat 4 жыл бұрын

You're going to put a lot of people out of work. Laura: "Zero guilt." (smiles) Yeah she's a low level sociopath.

@mercb.8637 4 жыл бұрын

She is doing what she needs to to survive. If she would have said she cared about those black ppl losing their jobs even a little bit, she would be fired and replaced by someone willing to betray their own people for 8 bucks an hr.

@Jojohumf 4 жыл бұрын

metatechnocrat seller he co workings futures for a messily $8 an hour

@ericab4498 4 жыл бұрын

well, malignant narcissist or low level sociopath is a baseline in DR...

@Sponsorship4u2 4 жыл бұрын

@Kashif Agreed

@luvburden5743 4 жыл бұрын

@@mercb.8637 She could have said "i dont know".. Thats the perfect answer for your words to not get twisted.

@ajitpawar3440 5 жыл бұрын

If that bot doesn't have any ML or AI powered "learning" aspect to it, then it is definitely NOT the future of call centers. I am shocked that Bloomberg thinks this form of manually designed interactions & scripted responses is the future. This has been around forever.

@EngineerFormidable 5 жыл бұрын

absolutely, this is not even close to what we today in machine translation. A reinforcement learning chatbot or even a VQA chatbot will easy outperform these so called scripted bots

@tahseenrahman2922 5 жыл бұрын

I think what they are doing is creating stories for a bot that is similar to the rasa library and it's working. And rasa maybe powering in the backend these stories they are creating.

@PrashanthKrishnamurthy 5 жыл бұрын

I think they are referring to bot training, which exists everywhere. I guess they got terminologies and depth wrong - super dumbed down.

@nadeemshaikh7863 4 жыл бұрын

I think the future will be powered by something like Google Duplex, which Google is already offering called 'Google Cloud Contact Center AI' and also probably Dialogflow.

@eduardoargueta5074 4 жыл бұрын

Its called machine learning. Already exist.

@Jennyoy 5 жыл бұрын

Personally, I don't like chat box. Most of the time it doesn't help because it can only answer simple and general inquiries. I like to talk to a real person instead.

@nofx714 4 жыл бұрын

Facts.these chatboxes don’t help with complicated questions. They only do so much

@rickphil2909 4 жыл бұрын

most of the time they are automated responses. it feels like you are talking to a robot, not a human

@chanelvenus 4 жыл бұрын

Same

@geekedmaxx 4 жыл бұрын

Everytime I call customer service I already try my hardest to skip the automated system and go Straight to customer service representatives , companies always trying to robot every job is so annoying smh

@geekedmaxx 4 жыл бұрын

@@Kurushimi1729 they'll never be capable , your always need a human being for any job for the customer service aspect ,even other jobs that are being roboted like drivers and cashier's self checkout

@ahamjax 4 жыл бұрын

Chatbot: "Hi" Me: "REPRESENTATIVE!!!!"

@LGnLA 4 жыл бұрын

💯💯💯💯

@jadecalacat7932 4 жыл бұрын

Exactly

@bdubz_det 4 жыл бұрын

Lol me every time

@nahomi5203 3 жыл бұрын

Automated phone systems with prompts: REPRESENTATIVE.

@ThatsJustEric 3 жыл бұрын

😄😄 same

@Ratri99 4 жыл бұрын

She's training her replacement She's the first one to lose her job

@herogebrial 4 жыл бұрын

She has no idea

@AnthonyBrusca 4 жыл бұрын

@@Jojohumf Because overseas programmers are much, MUCH cheaper.

@accuratealloys 4 жыл бұрын

With a name like yours I think that you’re probably working at a call center.

@Ratri99 4 жыл бұрын

@@accuratealloys with a name like yours I feel like you are the same dumb lady

@hydrobuu 4 жыл бұрын

@@Ratri99 i think she will be the last one since she is developer.

@JLBREMER 4 жыл бұрын

I’ve worked at a Call Center for the past 7 years. I can honestly say it’s been the worst job I’ve ever had. They don’t care about you and the customers curse you out and scream at you all day. Basically when you get off even though you’ve been sitting for 8 hours you feel defeated. I hope they do away with them because it’s not healthy for any human being to put up with the 💩. If they stick around prisoners need to do the work so that next time someone talks 💩to a rep that prisoner could pay them a visit after they get out and make them re think how they treat people. Cheers to AI for saving lives from the hell that is the Call Center.

@PamPatipula 2 жыл бұрын

Amen sister amen

@Rubester-cl6op 2 жыл бұрын

I care about the customers as do lots of us but it gets so stressful! And certainly not healthy. Days of are practically gold and the 2 one gets a week are far from enough!

@JoSeeFuss 2 жыл бұрын

It's really disgusting what many people do and say to people legitimately working in a call center, designed to help and assist. I do not do any interactions with bots. I will not do any business with voice or chat bots, if a company cannot employ a human - THEY DO NOT DESERVE MY BUSINESS...

@cosmicdot. 2 жыл бұрын

@@JoSeeFuss no one cares

@nosightgaming722 Жыл бұрын

Honestly, I love my job at the call center. Can people be dicks? Absolutely but I have a unique ability to ignore all of that persons negative energy. It helps that there is fantastic management and great coworkers.

@markbrown5117 4 жыл бұрын

These people work very hard.... very long hours and they can be fired at the drop of a hat. Very sad.

@khalidalali186 4 жыл бұрын

Eventually they will disappear too.

@geekedmaxx 4 жыл бұрын

@@khalidalali186 Amazon does computer hr I was actually fired by a computer robot lol wtf I know it's so dumb when I tried to appeal it Amazon automatically said I was wrong according to there robot system

@snc99 4 жыл бұрын

It’s frustrating that this is true. I work in a call center and I know the value my roles plays in the company as a whole so it’s sad that we’re the least paid and least valued in the company

@stylinstu 4 жыл бұрын

Their are companies specialize in HR services whose clients are companies that have contracted out their HR needs.

@ericab4498 4 жыл бұрын

@@snc99 perhaps housekeeping has some feedback on that...

@sondrajean955 4 жыл бұрын

Does this young woman realize that HER future is on the line, too?!

@shana100mckday 4 жыл бұрын

@Riki Rikin kanayin racist much

@mercb.8637 4 жыл бұрын

@Riki Rikin kanayin She would NEVER identify herself as black. You know nothing. lol

@atlien1988 4 жыл бұрын

@Riki Rikin kanayin she's not black idiot.

@Jojohumf 4 жыл бұрын

She doesn’t realise the management are tricking her, making her feel special like she’s one of the higher ups, not realising they’re going to fire her as soon as the technology is perfected

@dragoslavdelavega558 4 жыл бұрын

@@mercb.8637 Correct.. She is not black.. Calling her black is an insult.. She is native latina or Indian looking latina.. I from Brazil, and many non-white Brazilian will be pissed if u call as '"Black"

@neutralfield7172 4 жыл бұрын

This would've been Cardi B if she graduated from college

@emmanuel1163 4 жыл бұрын

And more attractive for it

@iAmKishaP 4 жыл бұрын

Stfu

@ericab4498 4 жыл бұрын

I feel like you're being unfair... to Cardi B

@beamersbeamer6514 4 жыл бұрын

Neutral Field Cardi B making much more money

@Sponsorship4u2 4 жыл бұрын

*Hilarious*

@kendralloyd2204 4 жыл бұрын

People HATE....and I mean H A T E speaking to automated systems. So your prediction is pretty ridiculous

@jater10 4 жыл бұрын

Bots for customers are not a new thing as its being played out in the MSM. For basic questions a simple FAQ page could work, but at the end of the day who wants to speak to a machine as a customer?

@gostavoadolfos2023 4 жыл бұрын

In banks they are working hard to solve this issue with almost human audio conversations using AI.

@Buildsolarhomes 4 жыл бұрын

@Kendra Lloyd, that's exactly what the Pony Express Riders said about "e-mail".......the idea was "pretty ridiculous"....lol

@MasterPainRelief 4 жыл бұрын

What we're currently observing with AI is only that few seconds in the sky.

@MasterPainRelief 4 жыл бұрын

Once AI meets the same rate of innovation as airplanes people won't know the difference between people and machines.

@maximilliansbabo2099 4 жыл бұрын

There was essentially no story here....

@frugalhappy9572 4 жыл бұрын

call centers one of the worst jobs you can have! avoid at all means

@bravoprojectrunwayfans 4 жыл бұрын

That's why i love hanging up on people:)

@ericab4498 4 жыл бұрын

yeah not exactly a job most people would miss

@keronfarrier2198 4 жыл бұрын

I cleared 10k in a mnth working in a call center so its not that bad 😆 sheesh

@frugalhappy9572 4 жыл бұрын

@@keronfarrier2198 direct marketing is the worst thing ever invented

@JJJ_JJ1 4 жыл бұрын

She’s getting paid 8 bucks an hour to make jobs with even lower wages obsolete 🤨😒💀

@samthepoet107 4 жыл бұрын

@Shane Victor former baseball player got shot in a live sports bar in front of many witnesses. Lately American tourists have been found dead after drinking alcohol there? Not sure if there's a correlation!

@isaaczaiek487 4 жыл бұрын

@@samthepoet107 Those news about the american tourists are fake, bro. The FBI finally released the results of the toxicology tests. The tourists indeed died of natural causes, the FBI concluded.

@AnnaVelvet 4 жыл бұрын

Ikr??? I was thinking rhe same thing.

@Marizz9 4 жыл бұрын

@@samthepoet107 stop spreading lies bout that country

@huntermatt6625 4 жыл бұрын

i worked for comcast as a rep. i was also 8 hr in Puerto Rico

@michellehutson6434 4 жыл бұрын

She's going to be surprised when she realizes she outsourced herself to.😉💤🤔💯

@borismarkov1141 4 жыл бұрын

michelle hutson outsourced to where? You know anywhere else that people speak English and $8 an hour is a great salary?

@michellehutson6434 4 жыл бұрын

@@borismarkov1141 She is going to be replacing herself with AI to. Because eventually it's going to be self learning and doing her job. Ohhh... I speak English and work at a call center making 22 dollars a hour and qualify for a 785.00 a month bonus with 8 weeks paid time off every year. So yeah I do.😉

@borismarkov1141 4 жыл бұрын

michelle hutson self learning that can replace human intellect is at least a couple hundreds of years away. It’s like worrying about overpopulation on Mars. We’re not even close to the first step. You make almost 3 times more than her, so if anything you should be worried about being outsourced. Regardless you’ll find a better job, because the labor market is super tight. It’ll be tough during retraining but after you’ll be better of.

@isisg666 4 жыл бұрын

Ok this is how I see it... humans are mortal. We are flesh beings that need oxygen. We need to become immortal and become machines in order to survive 🤣 ok no that’s light years away I am just a crazy human passing by. Go ahead carry on.

@michaelbishop3439 4 жыл бұрын

@@isisg666 ohhh no you're not crazy at all you're actually right on the money on what you've just said.

@bunnyking8096 4 жыл бұрын

so guess who has no friends at work

@MrSoldier13 4 жыл бұрын

who needs friends im making 8 dollars a hour bitches =)

@JessAyu 4 жыл бұрын

Manuel Castro the heck 😂 it wasnt about that 😂😂

@thehoneydeev 4 жыл бұрын

She’s not going to work to get friends though 🤣

@bunnyking8096 4 жыл бұрын

@@thehoneydeev well she's not getting money either $8/hr lmaooo

@muhammadshahzeb8279 4 жыл бұрын

🤣😂

@craig3567 4 жыл бұрын

"A bot never gets sick, or PREGNANT" / "These are human situations..." (Yikes! How cold hearted.. At 5:30 in the video.)

@VarunSharma-ry1ix 4 жыл бұрын

She is an overrated chick thinking herself donald trump

@masterpieces2218 4 жыл бұрын

Godddamn u ruined my feel for her. 😭

@jazzmina506 4 жыл бұрын

certainly ! she apparently does not have any empathy towards anybody... a selfish BITCH ! Hahaha

@ok6446 4 жыл бұрын

It's true tho. Ya'll might get upset all u want but it's a fact. Same thing happened with horse drawn carriages, people got upset with car invention at first coz they think they'll lose jobs. Ya'll not upset now

@jazzmina506 4 жыл бұрын

@@ok6446 youre correct ..however this" bot " thing has been there already even before helping us with our self help options powered by AI :) Every customers need someone to talk to you :) like a REAL HUMAN BEING .. hence these things will never replace us the way we take care of our customers :) they are invented to help us with our jobs but not to get our jobs hehe

@cristinamora1778 4 жыл бұрын

No more emotions/empathy, JUST BUSINESS & MONEY!

@TheThunderSound 4 жыл бұрын

If Cardi B went the I.T. route

@owijefro3ihop 4 жыл бұрын

OMG! WHAHAHAHHAHAHAHAHAHAHAHA WTF AHHAHAHAHAH

@crclayton 5 жыл бұрын

I'm afraid that Laura's work has almost nothing to do with the future of chatbots. This is very base level technology...

@reverentlygrim2666 5 жыл бұрын

Yeah this Laura thinks she is an AI engineer,Coder,Programmer or something!

@enriquecruz3855 5 жыл бұрын

Charles Clayton even if she doesn’t physically code, she still overviews analytics and how often the application is being used. She also applies other responses for the bots to use.... idk if we were watching the same video, but sounds like it has everything to do with the future of chatbots

@enriquecruz3855 5 жыл бұрын

john smith All good points, but either way Bloomberg chose the DR over the other nations, why idk, but obviously there has to be some kind of difference.

@dumdumbrown4225 5 жыл бұрын

R RQ …wow - you didn’t even realise that you slipped into a basement 50 feet below John Smith’s septic tank with that comment, did you 😄 go get your welfare check and head to your $10 an hour cash-in-hand job ya moron

@memerimjob4954 4 жыл бұрын

@R RQ why must you be so cruel to the indian people, they do not deserve your malice

@matheresadass4161 4 жыл бұрын

Id like to see Laura's face when her job is outsourced to Spanish-speaking Filipinos who also speaks American English with a neutral accent.

@clarence5255 2 жыл бұрын

Filipinos learned English at an early age. Some nationalities only learn English when they landed job in customer service.

@PiroKUSS Жыл бұрын

Not a lot of Filipinos speak Spanish, as far as I know. They speak English and Tagalog.

@tankgunna5992 4 жыл бұрын

Laura's gonna b out of job when 5G quantum A.I. computing starts.

@michaelbishop3439 4 жыл бұрын

PRECISELY!

@jaridejesus4863 4 жыл бұрын

the interviewer doesn't seem to like laura lol and laura working in customer service, without any care for her coworkers? wow

@amarchhetri946 4 жыл бұрын

Does she even know customer service???

@rosebatista8193 4 жыл бұрын

Yeah I saw that. Did you see the comment about "Robots don't get pregnant"?

@VarunSharma-ry1ix 4 жыл бұрын

True..

@mercb.8637 4 жыл бұрын

The interviewer lives a life of privilege and has been immensely rewarded for little effort. She is no better. She just dont know it.

@KittySnicker 4 жыл бұрын

I don’t like Laura either!

@HackingDutchman 5 жыл бұрын

I've never had a satisfying answer from a chatbot. The ones I encountered only copy pasted info from the FAQ section.

@gicareyes2633 4 жыл бұрын

Exactly! Robots don’t have answers to all our questions.

@borismarkov1141 4 жыл бұрын

Chances are the question you had was in FAQ. Do you expect this thing to tell you the meaning of life?

@lornemelnyk 4 жыл бұрын

This lady is way too full of herself. Bots can’t replace human interaction. It’s been tried before. She’s just too young for the wisdom of experience

@delvinc822 4 жыл бұрын

What if you never knew what you're talking to is a bot? Think of that hypothetical scenario.

@ned272 4 жыл бұрын

Delvin Cruze lmao you’ll know

@A.R.B.5079 Жыл бұрын

Human nature will always require to have someone to shout at when things are not right. I'm a customer service agent and when customers get tired of saying to me all sort of insults, for things that are not even my fault, they ask to speak to someone else, so they can be sure they are at least hurting someone when their ítems are not delivered on time. It is sad but it is true. I just hope one day I can find a better job😔

@Steven-yx1ic Жыл бұрын

i feel your pain, the only reason i am still doing it is because i am doing it from home, but it still sucks

@A.R.B.5079 Жыл бұрын

@@Steven-yx1ic 🥺😓

@mariog3070 4 жыл бұрын

Ive worked in the call center industry long enough to tell that a customer will never be satisfied without having to rise their voice at someone! Let go of all workedup frustration!

@jermuk153 5 жыл бұрын

Cardi B making a difference 😤

@user-umcub 4 жыл бұрын

Hahaha

@louisfvc1224 4 жыл бұрын

I thought exactly the same

@bladimirrojas2712 4 жыл бұрын

You've made my day..🤣🤣

@realog7452 4 жыл бұрын

She must stay rappin than wrecking bpo Industry.

@chome4 4 жыл бұрын

Training 'ho-bots'!

@derickshalo384 4 жыл бұрын

Third world mindset.....their problem is not my problem. When they came for the janitor, they did not take me, I was not a janitor. When they came for the call center representatives, they did not take me, I was not a call center representative. When they came for me, they took me, I was the only one left.

@martin66536 4 жыл бұрын

Derick Shalo you are so right. I was thinking about the same thing. She has a very selfish mindset.

@JN-iu5lx 3 жыл бұрын

True she is.so.ambitious

@RosenIvanovPetkov 4 жыл бұрын

The irony, she is training her own replacement and that makes her feel arrogant and unsympathetic toward her coworkers. The better she does her job the sooner she won't be needed anymore. It never ceases to amaze me how insensitive and calculating people get when they have some power over others.

@shinobusensui9395 Жыл бұрын

😂

@unknownuser6809 5 жыл бұрын

Managers never feel guilt. To them ethics and empathy don’t mix with business

@creativeidea7448 4 жыл бұрын

Unknown User that is because the company like that aay

@Vinzent_ 4 жыл бұрын

There should be less call center agents, those people get super depressed from their jobs

@nahomi5203 3 жыл бұрын

Can confirm.

@rapoztm5414 Жыл бұрын

@@nahomi5203 But we need those jobs in order to survive. Because I'm countries like mine there are not many job opportunities.

@JLBREMER Жыл бұрын

Yes and turn into alcoholics. I’ve seen it all at mine. It will make you go insane.

@jmc5910 4 жыл бұрын

she has 0 guilt because she made it up the ladder and shes saying what she think the company wants. she looks really bad sipping a drink with no compassion

@ericab4498 4 жыл бұрын

up that single rung of the ladder to call center software admin

@doingtime20 3 жыл бұрын

As a developer from Mexico City I don't feel much respect for her, she walks around the call center like she owns it. As already pointed out in other comments she is just the software admin, she didn't invent or develop the chatbot itself, she is just adjusting it according to the software developers specifications. A little humility goes a long way, specially when she says she doesn't give a d0amn about other people's jobs. Listen automation is happening whether we like it or not, but that doesn't mean we must ditch our empathy for others, it's just not related.

@GreenAppelPie 5 жыл бұрын

Chatbox bots are useless, they painfully slow and/or irrelevant. Maybe one day, but not yet.

@miyu-miyu9771 4 жыл бұрын

I'm currently working as contact centre rep I can definitely assure that callers would prefer to talk to real human agents than bots especially in cases that require empathy. Bots cannot do that.

@chrisbrown1189 4 жыл бұрын

Bots will never take the place of a human. People still want to talk to people.

@williamchapman316 4 жыл бұрын

No they don't the average 20 yr old is to dam dumb to deal with they cant even identity basic colors on a cigarette pk ask for gold and the dam retards bring you red then green everything but gold there stupid period

@gostavoadolfos2023 4 жыл бұрын

Forget about this call center. American banks are making a way more advanced AI technology to answer phones. And it is almost indistinguishable and estimated to eliminate 30% ok the banks employees.

@williamchapman316 4 жыл бұрын

@@gostavoadolfos2023 thats why there setting up voice recognition i just wasn't going to try to explain all that best advice research who the tech companies are and trade them $$$$$

@glow1815 5 ай бұрын

💯 % true

@nobody_AskedMe 4 жыл бұрын

I didn't like Laura's attitude, may she be replaced by a bot

@81coollambo 4 жыл бұрын

Victor Rivera It’s the typical latina shitty attitude. Nothing new.

@jjco665 3 жыл бұрын

@@81coollambo correction, us citizen-wannabe latina shitty attitude, because that attitude is characteristic of latinas in the USA or countries whose culture has been influenced greatly by the USA. Because here in Mexico, she’d be finding a way to get her homegirls promoted to overrun that shitty call center

@stallio5612 3 жыл бұрын

Pump n dump pump n dump

@Faithistheanswer 3 жыл бұрын

@@stallio5612 ignorant.

@ayandanoxolo 4 жыл бұрын

it's all fun and games until a robot replaces Laura 🤦🏾‍♀️🤦🏾‍♀️😭

@herogebrial 4 жыл бұрын

She has no idea

@MPSPodcast 5 жыл бұрын

"Sick or pregnant" damn bro the future is scary

@PHlophe 4 жыл бұрын

carlito, we'll find alternative. phonen operators feared landlines in my Abuelita's days.

@DennisG95 4 жыл бұрын

But bot gets spoilt, power outage or experience bug🤣🤣🤣🤣

@ericab4498 4 жыл бұрын

@@DennisG95 it's not like the humans can use the scripts provided to field calls during a power outtage either, but most bldgs of this class have generator backup in DR anyway

@hector_qa7322 4 жыл бұрын

The question is : Can you feel proud of building something that would lay off hundreds of agents?

@thegreatonetheone8226 4 жыл бұрын

@Rafid-ez8jm 2 жыл бұрын

Yes. That thing would still make life more convenient for the rest of the world. When wireless communications were invented horse back riders were no longer needed to carry out messages.

@pabluso777 4 жыл бұрын

She says "0 guilt" well that sounds like a Terminator frases.

@bmtziii640 4 жыл бұрын

@5:00 AFTER CLIMBING THE CORPORATE LADDER, SHE NOW MAKES $8? WOW.

@tefayambaye4516 4 жыл бұрын

Different lifestyle in different countries, remember ? In my country, if you make 8 US dollar an hour, you are living well.

@JN-R21 4 жыл бұрын

In my country 8usd per hour meaning you can get your own car, get your own condominium (monthly payment of course) eat in fine dining restaurant once or twice a week and you can still save some. Standard of living is different depending on which country you are residing just fyi

@dlorenzo5624 4 жыл бұрын

I'm Dominican and I have been working in call centers for two or three years; regularly the hourly wage of an agent is $3 and $3 is much more than the minimum wage of the country so $8 dollars is a lot of money in DR.

@isaaczaiek487 4 жыл бұрын

In Dominican Republic you can rent a decent apartment in a decent area for $150 a month.

@skyscraper5287 4 жыл бұрын

That's why the #1 skill we must master is being adaptable.

@nma14 2 жыл бұрын

Well here I am 2 years after this video hired as a chat agent and let me tell you something; customers hate the bots. They always want to talk to a person they even ask me if I'm a person. AI is not that smart.

@titolour 4 жыл бұрын

Nope.. majority of customers calling would still prefer to talk to a human and not a machine.

@chrisbaker2669 4 жыл бұрын

At&t and other dumb businesses dont care.

@MrSmithie25 4 жыл бұрын

but maybe humans don't want to talk with retarded costumers ...

@WidgetWagyu47292 4 жыл бұрын

MotoNinja MotoVlog doesn’t matter when it’s shoved down your throat that you have to talk to a bot in 5 years when you ask to speak to a human and they say that option isn’t available what are you going to do? Nothing change will be forced

@KittySnicker 4 жыл бұрын

MrSmithie25 Funny you say that. I figured out the solution to my own problem while on the phone with a Microsoft rep.

@nopedefinitelynotnahthatsnotme 4 жыл бұрын

Some companies will be able to strongly brand themselves as "talk to a human not a robot" and customers who see that will have incentive to switch

@taahdaah3813 4 жыл бұрын

As someone who works in the industry Americans would be shocked by how much of their credit card information is seen by Indian call center workers.

@MM-uz5nv 5 жыл бұрын

Nice politically correct piece. A latino woman Chatbot Designer sounds like she's writing code/designing software but she's glorified data $7/hour response inputer. Then she talks about it like she's some kind of automation guru. Can we replace journalists who put this type of crap together with robots please.

@gumersindok 4 жыл бұрын

lmao 😂😂😂 !!! the best part is when she says: zero guilt!!😂😂

@ea2238 4 жыл бұрын

I wish I could put all these comments on the tv at work for her to read on monday 😂😂😂😂😂

@rainy1sun 4 жыл бұрын

You know nothing jon snow .

@Ompadidthabeat 4 жыл бұрын

Shes making $8 hr and b4 that she was making 4times less than that like wth

@Tiffaserene 4 жыл бұрын

hahaha..yeah ryt..LOL

@juuzou861 4 жыл бұрын

i mean, she’s gonna end up losing her job too...

@Jeana4life 4 жыл бұрын

I almost fell off my couch when they said she earned $8 an hour and that she was making less than that as a call center agent.

@PiroKUSS Жыл бұрын

That's considered a great salary in DR. America isn't the global standard for wages, you know?

@KlayExterior 4 жыл бұрын

I work for a 3rd party company for boa call reps they moved %80 of the call reps to the back office do to most card holders use online banking to file claims and they have a bot that checks claims. So with that being said, no one truly will lose there job, they will be moved and be found a new spot. While still being under paid.

@CarlaJenkinsTV 5 жыл бұрын

7:30 They'll get rid of Laura Morales too. There are already smart data centers and call centers that are virtual machines.

@hawkins9326 5 жыл бұрын

Yep, 100%. She's not even coding or programming, she's just designing using basic tools the software has

@ropro9817 5 жыл бұрын

Lol, I love how smug she is about doing what she's doing. She WILL be replaced.

@celtongerilla6595 4 жыл бұрын

Ro pro hahahahahahaha

@MafiosoDon21 4 жыл бұрын

@@ropro9817 ikr, her ego is so high

@juliusrizobonilla5403 4 жыл бұрын

when I heard your opinion , of course I agreed with you, I'm electronic engineer a real competitve designer but also feel curiosity: She do not think that she'll be fired to short term. I've concious that many conventional jobs are really dissapearing rigt now, I'm a witness of it but first of all we've to creative and innovative , in my case cibersecurity and design of software for VR.

@liveent7893 2 жыл бұрын

As a call center employee, I would like to see bots take over. I mean really getting sick, pregnant, or just needing a break shouldn’t be a problem. These companies over work their employees like they are robots and violate their rights. They don’t deserve real employees…… maintaining bots is going to cost them much more than they have ever spent on payroll employees. Machines break, get hacked, need updates, etc. and the payroll for the humans who will work on the bots is going to be much higher than average call center pay. This is going to be a win for the call center employees in a tech position. There will always be a need for humans to program/ maintain the bots.

@Gill12283 4 жыл бұрын

I once worked in a call centre but they sacked me for swearing at the customers....

@michaelsean5928 4 жыл бұрын

WELL DONE! YOU DID THE RIGHT THING, STAY TRUE TO YOURSELF.

@Gill12283 4 жыл бұрын

@@michaelsean5928 Thank you!

@user-ly1ml6ue9n 3 жыл бұрын

I know how nasty they can be

@lokeyfunny 5 жыл бұрын

She says, "You don't have to worry about it" with such a Millennial ambivalence not caring that someone actually will lose a job because of a bot and their feelings will be hurt.

@mybritish_bf 4 жыл бұрын

Correct....sad if it will be endorsed here in the Philippines...

@VarunSharma-ry1ix 4 жыл бұрын

Fucking bitch bein smart with fucking anchor

@alexlorieda6875 4 жыл бұрын

Well now Republicans can say that a immigrant stole their jobs

@atlien1988 4 жыл бұрын

She's making $8/hr man. She's doing what she can to keep her job. Unfortunately, the very same technology she's working with will replace her as they'll get someone more qualified to actually run the software as an system Administrator.

@VarunSharma-ry1ix 4 жыл бұрын

@@atlien1988 truly said this big black pussy thinks she is amazing but non of her client give a damm fuck

@therenegade5176 4 жыл бұрын

Well, you can’t persuade a bot to give you that credit 😂😂😂

@jeanluccouture9088 4 жыл бұрын

That moment when you wish you could give 1000 likes to a comment

@virginiasoto3705 4 жыл бұрын

And he said everything!

@TheLeah2344 4 жыл бұрын

I worked at Convergys ( a call center for Apple Support ) and it was HELL ! They even made us work over time with NO OVER TIME PAY on MULTIPLE OCCASIONS! They are FINALLY being SUED for it. Also when I call my bank or any business I would rather speak to a real person. I hate automated systems !

@bboyflashny 4 жыл бұрын

I heard this since 2000. We are in 2019 still no robots taking over.

@glow1815 5 ай бұрын

Currently 2024

@bboyflashny 5 ай бұрын

@glow1815 still not taking over

@kreamnetworklive4045 4 жыл бұрын

I disagree because there are industries who contact function without human interactions. The only thing that's true is call centers will disappear in the future, because I work from home and take calls from my living room.

@juliarichards7679 4 жыл бұрын

Can ask what company you work for?

@bengrimmerson4365 5 жыл бұрын

They need to program curse word recognition cuz everytime a bot wastes my time I start cursing at it.

@andrewca1659 4 жыл бұрын

If you have an issue with automation over “jobs,” then you should not be using self-checkouts at stores or automatic payments through tollbooths on highway. Being anti-automation is ridiculous.

@jaimeortega8939 4 ай бұрын

4 years later we can safely say that Chatbot Designer jobs will disappear

@kareem2262 4 жыл бұрын

This is what Andrew Yang has been saying, this is just the tip of the iceberg.

@michaelbishop3439 4 жыл бұрын

Yang2020🧢

@themanilafolder2284 4 жыл бұрын

when AI takes over call centers I see people's BLOOD PRESSURE GONG UP LIKE HELL! MANY DEATHS !

@tagaisla3865 4 жыл бұрын

😂😂

@herinfinitepossibilities9426 4 жыл бұрын

I have done all centers for over 10 years and although this seems great and will work for those who don't like talking to a human, many of my customers love the human element. Older people who spend lots of money but don't have someone to talk to like to call in and talk about their grand kids or cats. Also people will call in crying and they just want a human reassurance to tell them that everything will be OK. You have some people who are very chatty and aside from the issue at hand they just want to engage you in conversation because they love your voice or the fact that you understand where they are coming from. Bots can help with basic questions but for many being able to hear a human on the other end means a lot. You don't know how many times I've spoken to someone who has said "finally a human!"

@glow1815 5 ай бұрын

Same here I've told " oh thank you you're a human" lol or " I'm glad to talk to a human"😂

@ramirenriquez6795 4 жыл бұрын

This is why you need to innovate yourself and learn new skills every time possible

@cindy2418 4 жыл бұрын

Ramir Enriquez tell that to my aging mother.

@monkeydotbizness 4 жыл бұрын

Are call center workers going to go away overnight ? No. But half of them will be gone. Then a few years later two thirds will be gone. Then a few years later more and more. You’re ultimately going to need someone there but maybe 85 percent of the people don’t have jobs in a decade. Which is going to be devastating since this is one of the most common jobs.

@Stormfox93 5 жыл бұрын

She is wrong about bots not being able to get sick. The Internet is full of viruses that will try to target the bot.

@DSNCB919 4 жыл бұрын

These jobs look so depressing I'm greatful and pray I never have to do one

@manchuratt8900 4 жыл бұрын

You can probably find 14 year olds on forums and Discord who are better programmers than she is. She is already obsolete.

@corykeane 4 жыл бұрын

Zero guilt about automating away jobs. Interesting. Lots of people feel bad for those getting automating away. However, can't this be seen as a chance for growth or a shift in job responsibilities rather than becoming unemployable? Shift the thought process.

@11jdstein 5 жыл бұрын

"Adapt or die" will always be an applicable phrase, so learning to create / teach / support technology is one way to remain employed

@BikeIsLife4EverGG 5 жыл бұрын

@@egonkirchof hahahaha great that replace. the customer will benefit

@The_Revolutionist 5 жыл бұрын

@@BikeIsLife4EverGG There will be no consumer anymore u dumbtard.

@BikeIsLife4EverGG 5 жыл бұрын

@@The_Revolutionist Cry more for capitalism, it is inevitable, that is human evolution.

@markroselinda9503 4 жыл бұрын

Justin Stein Hello

@yaya14every81 4 жыл бұрын

I honestly don’t know what to say about her because the company was smart to feature a young healthy 23 year old for this KZfaq interview. I work with people like this who literally sell their souls for their company. It isn’t worth it, companies will fire you in a heart beat if they can save money. She assumes she’s higher up by the comments she made but she’s literally training her own replacement. I don’t think she realizes how effective and efficient bots are becoming and will soon take over many jobs in different industries. Ie: Years ago I worked with a guy who was in his early 20s worked in a call centre. He got promoted but had NO post secondary. He was laid off at 26 back in 2012. He went to University and he is now working as an engineer in 2019.

@brunomoreno3666 4 жыл бұрын

People working at call centers are delusional, they think they are doing great, but most dont get any education, they are happy with the salary they have, i saw it with my own eyes, i work at one for a year when i was 18 and when i got out they thought i was done for, after finishing college i started earning more than the floor manager, i tried to convince the ones i hang out the most to study and look for a better job, but they just stopped talking to me like i was crazy, fools are still earning the same salary 6 years later.

@user-xx6fv4tu2q 4 жыл бұрын

I worked in a call center called Sykes in Budapest. It was my worst experience ever!!! I got humiliated in many ways and when I went for help to the HR department they didn't helped me at all they just protected they're own manager... Sykes is a maffia company !!!

@edmeyer4800 4 жыл бұрын

Ha! What a joke! This will never happen, your chat bots will fail miserably.

@des_official_ 5 жыл бұрын

Did I hear $8 an hour?...........

@Lifeissorich. 5 жыл бұрын

It is the republica dominicana. The cost of living is cheap.

@PresidentialWinner 5 жыл бұрын

So they other agents get 2 dollars and hour. And here i was thinking my job had a low wage.

@ArmonMitchell 5 жыл бұрын

Did you see the demographics of the employees?

@enriquecruz3855 5 жыл бұрын

Ibn Caravaneer False. Humble yourself, instead of speaking on a nation you know nothing about.

@daav03 5 жыл бұрын

@@reverentlygrim2666 dude your ignorance is so big lol do you even know what taxes are ? Lmao

@macolet9711 9 ай бұрын

This is 4 years ago but call center is still thriving

@HL.208 Жыл бұрын

I was working in a call center for Shell Energy at energy market in the UK. They have those chatbots. At is still at early stages, but become better and better. In few years chatbots will replace humans in most of queries. That is a reality. But I guess some new jobs will emerge as a result of it, same as call centers once did. The problem is that changes are so fast and it is becoming more and more difficult to track them.

@krisjackson6102 4 жыл бұрын

I would like to hear her opinions on automation 10 or 20 years from now.

@Hanna5859 4 жыл бұрын

She'll regret killing her own job...too late!

@prosperousnikki 4 жыл бұрын

She's in her early 20's, lives at home with her mom, and no kids...she could care less about automation right now.

@AliyahTheDoll 4 жыл бұрын

I honestly agree with her. Its already starting u either adapt or get left behind. If the industry is changing that means more ppl should be in technical school learning coding. Recently i was at McDonald’s and placed my order on a machine. The McDonald’s employees lose but the coders and developers dont. All i see is a bunch up butt hurt comments from ppl incapable of adapting to the times. Back in the 70s their were mining jobs etc, now look we have call centers 🤷🏽‍♀️ things change PERIOD. Remember what happened to borders? They wouldnt sell books online or offed tablets now their gone and barnes n noble is still here. ADAPT

@krisjackson6102 4 жыл бұрын

@@AliyahTheDoll You are right in a sense, we should be learning more coding. However when AI is fully developed (and we are close) coders will be obsolete as well.

@AliyahTheDoll 4 жыл бұрын

Kris Jackson I agree. which is why i dont want a job dealing in tech. My dad makes 6 figures? but 20-30 years from now a position like his might not be here or my moms. N they keep pressing me for it and call center jobs 💀. I just enrolled in nail and skincare program, I know for a fact a robot cant replace that kind of human interaction.

@DaSaintDemon 10 ай бұрын

Its never gonna happen. How many times i have answered calls of customers just screaming "AGENT", "HUMAN REPRESENTATIVE" when presented by a bot. I even worked as a chat operator in a call center and i wrote personally. People really asumed i was a robot and just typed "HUMAN" while chatting with me. A bot or AI wont be working with entitlement and stupidity.

@grine1 4 жыл бұрын

The lucky glasses wearing crab at the top of the barrel, not realizing its at the bottom of another barrel.

@djtkm 4 жыл бұрын

Laura's Mom ☺❤

@NetSkillNavigator 4 жыл бұрын

That booty.. damn 🍎

@jachinoy1565 5 жыл бұрын

The only constant thing in this world is change. My last work was a call centre agent in the Philippines

@nromancarcamo 4 жыл бұрын

“Zero Guilt” actually she’s just being used for a while in a bad system, sooner or later she will be replaced by AI because the current system is not AI powered, what really happens is that she doesn’t know it, and she speaks confidently about it (ignorance). If she still wants to keep her job she might be doing real chat development (at least).

@alxisl 4 жыл бұрын

ncardez she must be a pain to work with, she seems super entitled and bitchy

@JeffWithAnF 4 жыл бұрын

Alex Probably a freak in bed tho lmao. dominicanas don’t play lol

@alxisl 4 жыл бұрын

blahbleh HAHAHAHAH! We dominicans dont play on anything! 🤣🤣

@deioslux847 4 жыл бұрын

This is why Yang is the only person running that seems to make any real sense

@computerpro123abc 4 жыл бұрын

yang is a bot

@lenchenes 4 жыл бұрын

If he won ,Democrats will just control him.

@deioslux847 4 жыл бұрын

Support your position Mr. Sanchez. What makes him a communist?

@vanhamgee 4 жыл бұрын

Those guys in the call centre don’t look like they give a damn about tomorrow, they are only concerned about what’s happening today. Tomorrow will sort it’s self out.