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  • Around the world,

  • businesses field hundreds of billions

  • of requests from us each year.

  • We want our flights changed,

  • a purchase refunded, a claim reviewed.

  • That takes the labor of millions of agents

  • who tend to our every need.

  • But soon, automation will take over much of that,

  • and it starts with the painstaking work of this 23-year-old.

  • My name is Laura Morales, and I'm a chatbot designer.

  • You probably know

  • the Dominican Republic for its beaches.

  • But further west in the country's capital of Santo Domingo,

  • there's a bustling hub of call centers

  • for American businesses.

  • Laura works for one of them, at a company called OutPLEX.

  • After you.

  • Some of OutPLEX's inquiries

  • are handled by traditional call center agents

  • over the phone.

  • Others are handled by contact center agents

  • over live written chat.

  • Last year, the company introduced a third kind of agent.

  • A bot.

  • Laura oversees bots for three U.S.-based clients.

  • And these bots greet customers

  • looking for assistance online.

  • The bots resolve simple queries on their own,

  • and the more complicated questions

  • get escalated to a human representative.

  • Me, as an agent, I used to take three conversations,

  • or just one call at the time.

  • With bots, you don't have that limitation.

  • Alexa, will I need

  • an umbrella tomorrow?

  • It might rain tomorrow.

  • There's a 54% chance.

  • Bots today are everywhere.

  • And so the people who design their speech

  • are in high demand.

  • The job is kinda like writing a very dry screenplay,

  • with a choose your own adventure element

  • for the many ways customers will respond.

  • The hard part comes once the bot goes live.

  • Can you go to the metrics hub over there?

  • Often, its pre-scripted conversations

  • don't work out the way Laura and her team hope they would,

  • so they're constantly tinkering.

  • The way to start a day with the bots.

  • I need to check how the bots did on the previous day.

  • So, I go into analytics,

  • and my favorite one is this.

  • It's the unmatched phrases.

  • These are the moments when the bot didn't know

  • what the customer wanted.

  • Exactly.

  • And I can also see how many clients or visitors

  • clicked on the first button or the second button

  • on the main menu.

  • So, if my visitors are not interacting with my menus,

  • that means that maybe something's not right.

  • So, it's interesting 'cause you used to be coaching

  • the human agents, and now you're coaching a robot.

  • Is that easier or harder?

  • It's easier.

  • You don't have to worry about hurting a bot's feelings.

  • You're not emotional about it.

  • You're just doing what you need to do

  • for getting the results you want.

  • Laura grew up hearing all about the industry.

  • Laura started out as an entry-level agent

  • when she was 17, and worked her way up.

  • Last year, she was chosen to manage her company's

  • first interactive chatbot.

  • And today makes about $8 an hour,

  • which is four times what she earned

  • when she first became an agent.

  • The transition to work on chatbots

  • took about three months to learn various aspects of the job,

  • including training on special software

  • that doesn't require her to code.

  • Laura immediately saw the benefits.

  • A bot is never late.

  • A bot doesn't get sick or pregnant.

  • Those are specific human situations that you can't fight.

  • Automation is able to take that out.

  • But her mom had some hesitations.

  • For now, the introduction of the bots

  • hasn't led to any layoffs.

  • Because they've helped OutPLEX win more business,

  • the company has actually hired more human agents

  • to handle the inquiries that get escalated from the bots.

  • But as the technology gets better,

  • it's hard not to worry about how this is all gonna play out.

  • And that was a conversation

  • that required some strong Dominican rum.

  • Eventually, surely we will need

  • fewer human call center agents than we do now.

  • Automation is a reality.

  • And the skill set that you will need

  • to work in this industry,

  • it's going to be different from the regular agents

  • you have today.

  • I do believe it will get more technical.

  • It will not be dealing with a customer anymore.

  • It will be monitoring the software.

  • And if you don't adapt, you will need to do something else.

  • Is there a small part of you that feels guilty

  • for automating away the job

  • that gave you your start in your career

  • and is the job of a lot of your colleagues right now.

  • Not at all.

  • Like, zero guilt.

  • Zero guilt?

  • Yeah.

  • Zero hesitation?

  • It's happening already.

  • You might as well be a part of it.

  • Thank God I'm part of it.

  • Whether you're a grocer, doctor,

  • factory worker, or journalist,

  • all of our jobs will soon be reshaped by automation.

  • Some will benefit from the new work that will emerge,

  • and others will watch their jobs disappear

  • with no clear path to another livelihood.

  • Managing this transition will be the defining challenge

  • for us in the decades ahead.

  • And we need to be ready for it.

Around the world,

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コールセンターの求人がなくなる理由 (Why Call Center Jobs Will Disappear)

  • 3 0
    林宜悉 に公開 2021 年 01 月 14 日
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