Experts said that operators at the call centers can be replaced by robots in the next 5-10 years.
At the same time, the majority of operators are aware of the processes of digitization in their field and prepared for the fact that they can be replaced by artificial intelligence. About 63% of operators believe that digital technology can replace people part, and only 13% admit that robots can do all their work, reports “Izvestia”.
Many operators (45%) are afraid to lose their jobs in connection with the introduction of information technologies, and 39% of specialists expressed their willingness to grow professionally amid the growth of digital technologies in their field.
IT professionals believe that robots can replace operators, but not in the areas that require empathy. For example, in psychology or education.
There will be a gradual introduction of technology in different spheres of business and production. Also step-by-step specialists will be aware of which tasks is to automate and which to leave people. There are lots of areas where you need live human contact, genuine empathy, not its software simulation. It is medicine, education, services and a number of other, — explained the head of the laboratory of machine intelligence of MIPT, Professor of the RAS Konstantin Vorontsov.
Lead managers have a positive attitude towards the introduction of digital technology — a third is already using artificial technologies in the business, and 54% plan to move to digital in the near future.
First Deputy Chairman of Sberbank Alexander Vedyahin noted that the introduction of digital voice solutions does not necessarily mean mass dismissal of operators. He explained that artificial intelligence can take over simple, routine tasks, then the operators of call-centers can focus more on the client and a serious task, respectively, to improve the quality of service.
It is noted that a survey of operators conducted by the international IT project in the field of machine learning Neuro.net together with Powerry, which provides services in the field of data processing.
Wrote NEWS.ru earlier, in Russia may be a 13% tax on robots working instead of humans. Head of ANO “Institute of progressive education,” Anna Marx said that the organization suggested the Finance Ministry to impose a tax equal to 13% personal income tax, the use of robots instead of human labor. According to Anna Marx, in the next 10-15 years robots can replace about 20 million Russian workers in many common areas of employment. To avoid the risk of unemployment, now proposed to put in place mechanisms that will help to protect people from the list of vulnerable occupations.