Also on the Japanese kids videogame benefits - super interesting. I would want it to be replicated in other parts of the world. I am not positive that the effects of and on socialization check out one to one elsewhere.
Great coverage. On the 12$/hour vs Indian call center FTE cost - that’s not like for like. 1/ percentage of cost of call center operator as proportion of full cost of people operation per hour should take into account cost of supervision, facilities, hiring etc which is typically very significant 2/ cost of training people and keeping them waiting for redeployment etc is also significant 3/ accent neutralization commands a premium already in people 4/ time zone requiring night shifts attract premium too. Etc. BTW I am not saying that we should use AI instead of those operators, but I am saying that there’s a bigger cost picture and even more importantly processes will be redesigned so human operators do more human-in-the-loop type work etc which will lead to profound transformation of both level-1 (simple, volume based) and level-2 customer support.
Also on the Japanese kids videogame benefits - super interesting. I would want it to be replicated in other parts of the world. I am not positive that the effects of and on socialization check out one to one elsewhere.
Great coverage. On the 12$/hour vs Indian call center FTE cost - that’s not like for like. 1/ percentage of cost of call center operator as proportion of full cost of people operation per hour should take into account cost of supervision, facilities, hiring etc which is typically very significant 2/ cost of training people and keeping them waiting for redeployment etc is also significant 3/ accent neutralization commands a premium already in people 4/ time zone requiring night shifts attract premium too. Etc. BTW I am not saying that we should use AI instead of those operators, but I am saying that there’s a bigger cost picture and even more importantly processes will be redesigned so human operators do more human-in-the-loop type work etc which will lead to profound transformation of both level-1 (simple, volume based) and level-2 customer support.
The future's here already: Agentic AI - See the rather mind-blowing case study where a whole ops department has been replaced by robots, here: https://www.linkedin.com/pulse/agentic-ai-new-frontier-thats-already-here-simon-torrance-hihme