生成式人工智慧技术的进步以及高阶主管面临的降低劳动力成本压力，促使企业扩大部署这些自动化工具，每年可节省数千万至数亿美元。虽然复杂的客户问题仍需要人类支援，但例行性的简单请求已逐渐交由人工智慧处理，严重影响了第一线客服人员及外包公司的业务。
美国以及如菲律宾和印度等主要外包国家的客户服务就业人数正在持续下降。分析师预测，到了2030年，将有近一半的客服职位受到自动化趋势的影响，这也导致了许多呼叫中心外包服务商的股价大幅下跌，迫使他们必须重新调整业务策略以应对冲击。
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.