My first exposure with this is during my call centre days pre pandemic. Companies are increasingly trying to find ways replacing agents with chatbots, most notably, in my case at least, China. The cases from China I dealt with usually starts with them requesting a human agent.
I guess probably because chatbots sux.
But the cost savings are just too enticing, and I do think that the push for chatbots will continue, even if it means service quality decline. Customers will be screwed.
Because their performance matrices are evaluated by how closely they follow their SOP. They are forced to follow it even if it’s brain dead. It is up to the ones setting the policies and procedures (the management) to make sure that their SOP and workflow they put in actually works.
If the management don’t give a shit, keep giving bullshit orders and setting bullshit targets, workers with common sense will leave from all the frustration, leaving only the kinds of people you met running the department.
There is also another side to this: a lot of these “tech companies” are not really built to provide meaningful products and services, instead their aim is for speculative valuation in the stock market.
There is also the use of tech in bussiness that is inherently unproductive economically. Like all the shops on Amazon, they are mostly selling the very same thing out of Amazon’s warehouse bins. These “online business entrepreneurs” aren’t actually adding anything new to the market.
Then there is also tech companies “cannibalising” on existing markets. For every tech companies rapidly rising, there are tens to hundreds of brick and mortar businesses going under. Added together the total sum of resultant economic growth will of course be very much smaller than expected.
Forget ‘quiet quitting’ — ‘loud laborers’ are killing workplace morale. Here’s how to spot them ( www.cnbc.com )
Archived version: archive.ph/Feh55...
Study: Fewer Working Hours Propel Pregnancy Intentions Among Koreans ( stop-population-decline.ghost.io )
4 careers where workers will have to change jobs by 2030 due to AI and shifts in how we shop, according to a McKinsey study ( www.businessinsider.in )
Why is technology not making us more productive? ( www.bbc.com )
Meanwhile in my country, employers are unionised. ( lemmy.world )
No I kid you not...