Yep. It's obviously a bubble, but one that won't pop from just this, the motive is replacing millions of employees with automation, and the bubble will pop when it's clear that won't happen, or when the technology is mature enough that we stop expecting rapid improvement in capabilities.
I love the fact that the same executives who obsess over return to office because WFH ruins their socialization and sexual harassment opportunities think think they're going to be able to replace all their employees with AI. My brother in Christ. You have already made it clear that you care more about work being your own social club than you do actual output or profitability. You are NOT going to embrace AI. You can't force an AI to have sex with you in exchange for keeping its job, and that's the only trick you know!
It's gambling. The potential payoff is still huge for whoever gets there first. Short term anyway. They won't be laughing so hard when they fire everyone and learn there's nobody left to buy anything.
The tech is already good enough that any call center employees should be looking for other work. That one is just waiting on the company-specific implementations. In twenty years, calling a major company's customer service and having any escalation path that involves a human will be as rare as finding a human elevator operator today.
the tech is barely good enough that it is vaguely maybe feasibly cheaper to waste someone's time using a robot rather than a human- oh wait we do that already with other tech.
"in 20 years imagine how good it'll be!" alas, no, it scales logarithmically at best and all discussion is poisoned by "what it might be!" in the future, rather than what it is.
It's not necessary to improve the quality to make this happen, only to train it to work with that company's products and issues, and integrate it into whatever other systems that may be needed. Just need enough call logs for training data, and that's already something that's collected.
except current robot systems and people are likely cheaper, especially when you consider companies are liable for what llm say. which leaves, essentially, scams and other slop, as the last remaining use cases. multi trillion dollar business without a use case.