Why AI Hasn't Replaced Call Center Jobs
- Sep 18, 2026
- 0:43
- Short
Chatbots are getting better at customer service, but that does not automatically mean fewer human workers.
Peter Cappelli, Wharton Professor of Management, examines research suggesting chatbots can seem more empathetic than people and why call center hiring has continued to grow.
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Brief Summary
Chatbots in healthcare are perceived as more empathetic than humans, raising questions about job impacts.
Key points
- Chatbots vs. Humans in Empathy. Surprisingly, people find chatbots more empathetic than human call center workers.
- Job Market Surprises. Despite automation, call center jobs are still on the rise in certain countries.
