Over 50% of Russian call center employees believe that digital operators have reached such a technological level that allows these robots to fulfill their professional duties. This is evidenced by a study by the international developer of voice robots Neuro.net, which is at the disposal of TASS.
More than 1,000 call center specialists (call centers, support services, hot lines, inquiry services, telephone receptions) in Russian cities with a population of over one million were respondents.
“Today, only 54% of call center workers believe that robots can fulfill their professional duties at least partially – this is 9% less than a year earlier. Interestingly, young workers aged 18 to 24 are more inclined to believe that that robots can replace them in the future than employees aged 45 and older (78% versus 62%). Only 11% of survey participants are sure that an automatic voice system could do their job completely. Interestingly, every fourth respondent, in principle, does not believes in the effectiveness of digital operators, “the study says.