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Back in 2019 my old boss swore automation would kill our jobs
He worked at a call center in Tampa and told me AI chatbots would replace every human agent by 2023. I laughed it off back then, but now I manage a support team of 12 and we use an AI triage system that handles about 70% of the simple tickets. Funny thing is, my job got easier because the tough questions need a human touch and we get more time for those. Still, I wonder if he was half right about the lower end roles disappearing, since I see fewer entry level postings every year. Has anyone else seen the same shift in their own field, or did the AI hype just miss the mark for you?
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