[mylastattempt]

I think that you've really hit the nail on it's head with the "but it's cheaper" statement.

Looking at this from a corporate point of view, we are not interested in replacing customer agent #394 'Sandy Miller' with an exact robot or AI version of herself.

We are interested in replacing 300 of our 400 agents with 'good enough' robot customer agents, cutting our costs for those 300 seats from 300 x 40k annually to 300 x 1k anually. (Pulling these numbers out of my hat to illustrate the point)

The 100 human agents who remain can handle anything the 300 robot or AI agents can't. Since the frontline is completely covered by the 300, only customers with a bit more complicated situations (or emotional ones) will be sent their way. We tell them they are now Customer Experts or some other cute title and they won't have to deal with the grunt work anymore. Corporate is happy, those 100 are happy, and the 300 Sandy Millers.. well that's for HR and our PR dept to deal with.

[alasdair_]

The hope is that the 300 Sandy Millers can find jobs at other places that simply couldn't afford to have a staff of ANY customer support agents in the past (because they needed 300 of them but couldn't pay, so they opted for zero support) but can afford two or three if they are supplanted by AI.

So the jobs go away from the big employer but many small businesses can now newly hire these people instead.