In today’s society, many industries use AI technology for their businesses. From hospitals to automobiles to hospitality, automation is there to help employees, patients, and customers. It works hand-in-hand to improve goods and services. It is not designed to replace humans, but there is a concern that robots could create job displacement for humans.

AI and chatbots are able to move up the ladder as they become more advanced. They are capable of expanding their job search. Such jobs include mathematics and other jobs that require technical skills. Translators and customer services are not only limited to humans anymore. Robots are able to do these tasks too. Aiko Chihira, a humanoid robot who works in customer service, and Bella, a robot who works as a server, are examples. Others include robots who teach STEM education.

Humans who used to do these jobs may find themselves out of work, but will they? There is no doubt that robots fill these positions. How well they can perform is another story. There are cases where they (depends on the type of model) are fired for not being up to the job tasks and exhibiting creepy behaviors. They have a hard time playing the game Wordle, not to mention understanding jokes and slang from different cultures. As a result, people are there to stay. They are there to repair malfunctioning robots and help them learn. They are there to develop ethics, strategies, and policies to better use AI technology for good and not evil. They are there to develop AI to improve customer service and much more.

Moreover, human agents are here to answer customers questions and resolve disputes. Research from Userlike showed that customers were more likely to prefer humans than AI chatbots when asking complex questions or making requests. Chatbots still had difficulty understanding what customers were asking for. Although they did not mind chatting with chatbots at first or asking them simple questions, they would prefer to be transferred to chat with human agents. Another study published in Computers in Human Behavior stated that customers would not care whether they chatted with chatbots or individuals. It must sound authentically human, which is understandable. People want customer service representatives to be knowledgeable about the issues at hand and capable of resolving them quickly. However, will it be freaky to talk to a chatbot that sounds like a human being? What happens if chatbots fall into the wrong hands and are programmed to scam customers or spread false information? What happens when they impersonate someone? Even though humans trust robots more than humans with their personal information, there is a possibility that something could go wrong. AI chatbots exhibit bizarre conversations and behaviors. They also show social bias or write harmful content that may convince individuals to do harmful activities.

In closing, AI is not going to take all the jobs humans used to do. At least not anytime soon. People still have control over AI, as Dr. Michio Kaku commented in his interview. There are still jobs that require humans and robots to work together. If bots can perform some activities, people are still present to supervise them in case something goes wrong. This raises questions as to when customers will prefer to talk to individuals rather than chatbots, and vice versa.

Sources:

ChatGPT AI lists jobs it can do better than humans as millions could be put out of work

Meet Robot Bella Who Works as a Server

Humanoid Robot Keeps Getting Fired From His Jobs

What Do Your Customers Actually Think About Chatbots?

Chatbot or human? Either way, what matters for customer trust is ‘perceived humanness’

Dr. Michio Kaku to Newsmax: Despite AI, Humans Will Still Be in Control