Call Center Jobs Are Declining, but 14,000 Calls Show Humans Still Outperform AI

A study of 14,000 calls found that human agents outperformed AI in call center scenarios, despite the decline of human jobs in the industry. The study, conducted by Bold360, found that human agents were more likely to resolve customer issues on the first call, with 73.4% of human agents resolving issues compared to 21.3% of AI agents. Human agents also scored higher in customer satisfaction, with 93.5% of customers reporting a positive experience, compared to 62.4% for AI.