A look at the use of conversational AI in US call centers, which some agents find helpful and others say leaves the humans with more complex, intense workloads (Lisa Bannon/Wall Street Journal)

Lisa Bannon / Wall Street Journal:
A look at the use of conversational AI in US call centers, which some agents find helpful and others say leaves the humans with more complex, intense workloads  —  Call centers are at the forefront of deploying artificial intelligence, with bots that automate basic tasks and instruct humans how to do their jobs