this post was submitted on 22 May 2025
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149
Call Centers Replaced Many Doctors’ Receptionists. Now, AI Is Coming for Call Centers. (kffhealthnews.org)
submitted 1 day ago by Pro@programming.dev to c/technology@lemmy.world
17 comments fedilink hide all child comments
 

At one call center in the Philippines, workers help Americans with diabetes or neurological conditions troubleshoot devices that monitor their health. Sometimes they get pressing calls: elderly patients who are alone and experiencing a medical emergency.

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[–] Vanth@reddthat.com 32 points 1 day ago (1 children)

I coached my grandma to just repeat "I want to talk to a human operator, please" over and over until she got through. It worked about 70% of the time but some are nearly impenetrable.

[–] TVA@thebrainbin.org 8 points 22 hours ago (1 children)

I called Comcast and it was horrible

human, operator, GET HUMAN, person, technician, for fucks sake! Bomb? Give me a fucking human!

Nope, nothin, mashing 0 on the keypad also did nothing.

[–] plz1@lemmy.world 8 points 18 hours ago

I build call centers.

When we design the call flows, those are the first tings we disable. You can tell a company at least slightly cares about their customer base if they actually do allow you to escalate to a human without a ton of effort. Most don't, and want to shove "AI" in front of everything, so they can hire even less people in low-cost markets. Offshoring wasn't cheap enough for these ~~leeches~~ companies, now they want AI to replace those folks making starvation wages to get yelled at all day.

And sometimes, these solutions work well. Most of the time, they work just well enough to not have people quitting their service in frustration.