Call Center Jobs Are Declining, but 14,000 Calls Show Humans Still Outperform AI
Summary
Bold Agent Kit analyzes ~14,000 inbound calls to compare AI-powered receptionists with humans. The study finds humans outperform AI on inbound intake conversions, while AI offers better availability but drives more no-progress hangups; it also shows humans missed more calls. The piece argues for a hybrid human-AI approach and cautions against equating lower cost with better business outcomes.