Excellent analysis, it might make it more apples to apples if we were to include the cost of infra to run a human call center. Currently the analysis includes only the labor cost of a human call center and might be under stating the actual cost. Quality might be another aspect but unsure who comes out ahead between the two. AI call centers by their very nature require companies to have mature tech (for the AI agent to access the data programmatically) and so the service quality might potentially be superior vs. waiting for a human agent and then have the agent muck around with legacy systems to access data and provide service.
Excellent analysis, it might make it more apples to apples if we were to include the cost of infra to run a human call center. Currently the analysis includes only the labor cost of a human call center and might be under stating the actual cost. Quality might be another aspect but unsure who comes out ahead between the two. AI call centers by their very nature require companies to have mature tech (for the AI agent to access the data programmatically) and so the service quality might potentially be superior vs. waiting for a human agent and then have the agent muck around with legacy systems to access data and provide service.