生成式人工智慧技術的進步以及高階主管面臨的降低勞動力成本壓力，促使企業擴大部署這些自動化工具，每年可節省數千萬至數億美元。雖然複雜的客戶問題仍需要人類支援，但例行性的簡單請求已逐漸交由人工智慧處理，嚴重影響了第一線客服人員及外包公司的業務。
美國以及如菲律賓和印度等主要外包國家的客戶服務就業人數正在持續下降。分析師預測，到了2030年，將有近一半的客服職位受到自動化趨勢的影響，這也導致了許多呼叫中心外包服務商的股價大幅下跌，迫使他們必須重新調整業務策略以應對衝擊。
Major enterprises including Commonwealth Bank of Australia, Microsoft, Uber, and Hyatt Hotels are actively adopting AI-driven automated chat and phone systems to handle customer service operations. The widespread application of this technology has replaced tasks previously performed by humans, leading to the loss of thousands of jobs in the global call center industry.
Advancements in generative AI technology and pressure on executives to reduce labor costs have prompted companies to expand the deployment of these automated tools, saving tens to hundreds of millions of dollars annually. While complex customer issues still require human support, routine and simple requests are increasingly handled by AI, severely impacting tier-one support staff and outsourcing businesses.
Customer service employment in the US and major outsourcing countries like the Philippines and India is continuing to decline. Analysts predict that by 2030, nearly half of all customer service roles will be affected by the automation trend, which has also caused a significant drop in the stock prices of many call center outsourcing firms, forcing them to readjust their business strategies.