OpenAI's latest model, Strawberry, is designed to handle complex tasks with advanced reasoning capabilities. This development will enhance the efficiency and effectiveness of several business processes by providing more accurate and context-aware human interactions.

One of the most significant impacts will be in the call centre industry. Strawberry can automate routine call centre inquiries, allowing human agents to focus on more complex and emotionally nuanced tasks, thus improving overall service quality and customer satisfaction. However, integrating AI in call centers will fundamentally restructure the industry, impacting tens of thousands of call centre workers and several geographies that now provide significant employment via the call centre industry. In emerging markets, where call centers have been a substantial source of jobs, AI is about to change the landscape significantly:

• Job Reductions: As AI systems become more capable, there is a growing trend of replacing human agents with AI tools. For example, Suumit Shah's decision to replace 27 customer service agents with an AI chatbot at his company highlights the potential for AI to reduce the need for human labour in call centers.

• Economic Implications: Countries like India and the Philippines, which have large call center industries, are particularly vulnerable to these changes. The rise of AI-driven automation poses a risk of job losses, prompting concerns about the broader economic impact.

• Evolving Roles: While AI may reduce the number of traditional call center jobs, it also creates opportunities for agents to take on more complex roles. Agents are expected to transition from handling routine tasks to focusing on high-value interactions that require human empathy and problem-solving skills. Training will be critical to this.

As AI advances, traditional industries must adapt to this new reality, integrating AI technologies to enhance operations and drive efficiency improvements before their competitors do. They must also prepare their workforce for new roles that blend human skills and AI capabilities.

It’s a brave new world …