A cell center chief executive cast doubts on AI taking over human jobs – with emphasis.
There’s been plenty of discussion about the possibility of artificial intelligence replacing humans in the workplace, but this week, big brand chief executive officers are tamping down such talk.
First up was Niccolo de Masi, chairman of the global technology advisory firm Futurum Group.
Speaking at the recent Fortune CFO Collaborative dinner in Houston, Tex. this month, de Masi said generative AI will widen career opportunities. That’s especially the case in the corporate finance sector.
“The predictions I will give this room: It’s going to be a net job creator for the function, it’s going to increase the power of this function,” he noted. “It’s going to increase the importance and criticality of everyone in the profession being kind of the systems integrator of all things, from data to supply chain to compliance.”
Next up was call center and office services company Teleperformance CEO Daniel Julien, who told CNBC’s Squawk Box Europe on March 7 that his company’s venture into AI was expansive but wouldn’t unduly impact employees’ hold on their jobs.
Not Replacing Humans
“Even the most high-tech or the most AI-involved companies are clients of Teleperformance. We chose to have complementarity and not separation,” Julien told CNBC.
Speaking on the company’s new AI services partnership with Microsoft, Julien said the tech giant’s digital transformation help was highly valuable, but its AI tools have limits.
“They are there to provide a solution that is going to augment the productivity, augment the quality of the information that can be given to the customer, but, at the end of the day, the customer is a human being,” he said. “The day the customer is going to be a robot, maybe AI will replace the humans.”
The France-based company is partnering with over 150 customers on Generative AI projects.
“AI is part of the solutions we provide to clients,” Julien stated. “AI helps to increase the accuracy of our employees … which is great, but at the end of the day, we are here to reduce the friction between the citizens, or the customer, and the companies they have bought a product and service from.”
“It’s not just a transactional relationship; it has much to do with reassuring, trusting, and empathizing,” he added. “So we perceive AI as enhancing the job that our human employees do, but absolutely not replacing them.”
Brian O’Connell, a former Wall Street bond trader and best-selling author, is a prominent figure in the finance industry. With a substantial background as an ex-Wall Street trader, he has authored two best-selling books: ‘The 401k Millionaire’ and ‘CNBC’s Creating Wealth’, demonstrating his profound knowledge of finance and investing.
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