Artificial intelligence (AI) is getting better and better. These computer programs can write texts and perform tasks independently. This now also affects areas like telephone customer service, i.e., call centers, and technical assistance, i.e., IT support. There, they support or replace human employees.

This development is important for you. It determines how you will interact with customer service in the future. Thousands of jobs in these areas could change. Companies using artificial intelligence can save money. They can also respond to customer inquiries faster. For employees, this often means uncertainty. They must adapt to new tasks.

According to a report on heise online, artificial intelligence and so-called AI agents are increasingly being used in service professions. AI agents are computer programs that can act autonomously. Previously, people sat on the phone. Today, language models analyze customer inquiries. These systems can answer standard questions. They can also find solutions and manage processes independently. This is like an intern who not only suggests but acts autonomously. This primarily affects call centers and technical support. There, AI systems take over tasks that are often repetitive.

For you as a customer, this could mean you get help faster. Perhaps the service is even available 24/7. You no longer have to wait long or be transferred through different departments. However, there is also the risk that personal contact will be lost. With difficult or emotional problems, you might feel misunderstood. Sometimes you just want to talk to a real person.

Companies are experiencing a change in their way of working. By using artificial intelligence in customer service, they can save a lot of money on personnel costs. In addition, AI systems can process inquiries 24 hours a day. This can improve service quality and increase customer loyalty. At the same time, companies must train their remaining employees. They must also ensure that the AI does not misuse their customers' data. Companies must also check that the AI does not give wrong answers.

The great opportunity lies in making processes more efficient. This means things are done faster and better. Companies can relieve human employees of simple tasks. This allows people to concentrate on more difficult cases. This creates new, more demanding tasks in support. These new roles involve monitoring and improving AI agents. For employees, this is an opportunity for further training and specialization.