Meet Gary, the human call center worker whom AI might replace. Brimming with character, Gary is larger than life and the epitome of the personality AI can’t replicate. Sophie Elmhirst brings her custom humor to this lovely piece exploring the fate of the call center as the AI takeover begins.
The room, at this point, went quiet. Sure, he wasn’t proposing replacing the agent, but he was proposing that each agent would have a sort of inexhaustible, automated co-worker and spy-manager, monitoring every conversation, every decision and then relentlessly suggesting improvements. Yes, calls have always been recorded for training purposes – words we know like a previous generation knew the Lord’s Prayer – but this surveillance lived, inescapably, on your desktop, and was focused entirely on you. It did not need to sleep or eat. It never went for coffee, or asked you what film you watched last night. It had no marital problems that you could chew over on a break. It just indefatigably and dispassionately existed to watch you and make you better.
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