Call Center Workers Are Tired of Being Mistaken for AI

Call center agents are frequently mistaken for AI by customers who are frustrated with automated systems. Jessica Lindsey, a Concentrix agent, has experienced customers yelling at her and hanging up after accusing her of being a machine. This phenomenon is not limited to the US, with agents in Australia, Canada, and Greece reporting similar experiences. Customers often ask agents to prove they are human, with some even quizzing them about their hobbies and personal lives. Seth, a US-based Concentrix worker, was once asked about his fishing rod and was made to feel like he was being tested for glitches. Sarah, a government employee, is mistaken for AI three to four times a month and has developed strategies to prove her humanity, such as changing her tone of voice and interrupting customers. She has also observed that AI systems tend to let customers talk without interrupting, whereas human agents will cut in to respond. To combat the issue, Sarah tells customers she is a real person, providing details about her location and background. The constant accusations can be emotionally draining for agents, leaving them feeling shocked and tearful. The problem is exacerbated by the fact that customers are already frustrated with automated systems before they even speak to a human agent.