CONTACT CENTER EMPLOYMENT
BY STEPHANE RIVARD, HIRINGBRANCH
ILLUSTRATION PROVIDED BY ADOBE STOCK
COULD AI ELIMINATE ENTRY-LEVEL JOBS? WHY AND HOW HUMAN AGENTS CAN WORK WITH AI.
AI is reshaping and in many cases shrinking entry-level employment opportunities, particularly for younger workers. And that includes, notably, in the contact center both now and in the future.
• Research by Anthropic revealed that customer service positions are the second most likely type to be exposed to potential AI replacement, trailing computer programmers and followed by data entry keyers.
• A report by the Burning Glass Institute,“ No Country for Young Grads,” revealed that entry-level work was being replaced with automation.
• In Canada, the trend is similar. Last year, postings for early-career positions fell by almost 40 % according to the Labour Market Information Council.
The impacts of eliminating early career experience will most certainly be felt all around, including the corporations that are investing in AI.
This article examines why frontline roles are so susceptible to AI displacement and how enterprises and contact centers are finding a balance between AI enhancements and customer experience( CX).
IT MAKES SENSE THAT FRONTLINE ROLES ARE RIPE FOR AI
AUGUST 2026 17
DISRUPTION...