Observed Signal · Aug 22, 2023 · Research Report · Source: CMSWire · Impact: 3/5 · Sentiment: Neutral
ILO: Generative AI to Automate Customer Service Tasks
The International Labour Organization (ILO) released a report analyzing generative AI's potential effects on jobs, identifying customer service tasks with high automation potential, including issuing tickets, taking reservations, and determining service routes. The report notes that Generative Pre-Trained Transformers (GPTs) are likely to target 'knowledge work' jobs, especially clerical roles. While net job losses are not predicted, the transformation of work is expected. Gartner predicts a 20-30% reduction in customer service and support agents by 2026 due to generative AI, while also creating new jobs. The report emphasizes the need for social dialogue and regulation to manage the socioeconomic effects of AI adoption in the workplace.
Analysis of ILO report on generative AI's impact on customer service jobs, with Gartner prediction of 20-30% agent reduction, affecting CX automation and workforce.
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Key Takeaways & Evidence Grounding
- ILO report 'Generative AI and Jobs' identifies customer service tasks with high automation potential.
- Tasks include issuing tickets, taking reservations, and determining service routes.
- GPTs likely to target knowledge work jobs, especially clerical roles.
- Gartner predicts 20-30% reduction in customer service and support agents by 2026.
- Report calls for social dialogue and regulation to manage AI's workplace impact.
Connected Companies & Entities
2 Entities mapped“Gartner released a prediction this month that by 2026, investment in generative AI will lead to a 20% to 30% reduction of customer service a...”
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