Will AI Take Away Live Agent Jobs?
By Genevieve Carrenard
I asked AI if it would take away live agent jobs. Here is its thought-provoking response:
Imagine a world where cars drive themselves – no more honking in traffic, no missed turns, no tired or distracted drivers. Now, picture a telephone answering service where every call is answered instantly, with empathy, accuracy, and efficiency—even at 3 a.m.
Sounds futuristic?
We’re already halfway there.
Just as the rise of driverless cars is slowly transforming the experience on the roads, AI is reshaping the landscape of telephone answering services.
The Promise of 24/7 Precision and Efficiency
Driverless cars can operate 24/7 without breaks, delivering people and packages with algorithmic precision. In the same way, AI-driven answering systems never sleep. They can answer thousands of calls simultaneously, route messages instantly, and follow scripts with perfect consistency. No more long hold times. No more misheard messages. No more after-hours stress.
Humans Still Have a Crucial Role to Play
Despite all the automation, driverless cars still need human oversight. Think about those tricky intersections, unpredictable pedestrians, or a snowstorm where human judgment is irreplaceable.
The same goes for AI in telephone answering services. While AI can handle basic inquiries, appointment scheduling, and routine message taking, it often passes the baton to human agents for nuanced, emotional, or high-stakes conversations. The magic happens when AI and humans work together—seamlessly.
There’s a Trust Curve
Building trust takes time. Would you hop into a driverless car tomorrow without hesitation?
Most people wouldn’t—and the same is true when customers realize they’re talking to AI.
Clients and callers want to know that the service on the other end of the line understands them, responds appropriately, and doesn’t sound like a robot reading from a script. This is why AI must be thoughtfully trained and transparently deployed—not just for efficiency, but for empathy.
Jobs Are Evolving, Not Vanishing
When people think about automation, they often worry about job loss. What will happen to the cab drivers and the call center agents? The reality is that some drivers will become fleet managers, while live agents in the answering service industry are transitioning into AI trainers, escalation specialists, quality assurance reviewers, and customer experience strategists. The work still needs the human touch—it’s just moving up the value chain.
The Destination: A Smarter, More Responsive Future
New technology usually has one goal: doing things faster, safer, and smarter. For telephone answering services, this means never missing a call, reducing operational costs, and delivering a better caller experience. Just like a car still needs a skilled navigator when the road gets bumpy, answering services still need people who understand tone, urgency, and context.
AI is the engine. Humans are still the soul!
The future isn’t about choosing between AI and people—it’s about designing systems where both thrive. The most effective answering services of the future will be powered by a perfect blend of tech and touch.
Genevieve Carrenard is the business manager at TAS Trader. She has a decade of call center experience in the US and Canada. She is committed to helping clients meet their advertising and marketing needs.
Contact her at genevieve@virtualteam.ai
Featured Sponsor: Kauneonga
Introducing Liberty by Kauneonga: an all-in-one, cloud-based platform built for your answering service. Streamline your operations with a simplified experience for your agents, supervisors, and clients. Access real-time reporting and analytics, giving you comprehensive insights into your business’s performance, so you can make informed decisions on the fly. With Liberty’s multi-tenant environment, agents can seamlessly support thousands of businesses within a single application.
100% Cloud-Based: Accessible anywhere, anytime.
Omnichannel: Multi-channel communications seamlessly.
Dynamic Agent Scripting: Adapt conversations in real-time.
Cloud-Communications Provider: Local, Toll-Free, SMS, VoIP, and more.
Workforce Management: Optimize staff productivity and scheduling.
Supervisor Dashboard: Centralized control and oversight.
Integrate with 5000+ Applications: Connects with your existing tools.
HIPAA and PCI DSS Compliant: Secure and compliant.
Discover more at www.kauneonga.com and elevate your answering service today.
Classified Ads:
Seeking Acquisitions: Reputable TAS, in business since 1967 and still owned by the founding family, seeks a small TAS acquisition in the USA. Ideally, you’re billing under $50k per month. Smaller is better. We’ll treat you right, as well as your employees and customers. Let’s talk. Contact Doug at 888-693-7935 or douganswerphone@gmail.com.
Looking to Sell Your TAS? I have personal connections with buyers ready to act. Completely confidential to ensure trustworthy, private transactions. Competitive fees put more money in your pocket. And professional services provide the best results. Contact Ron Violante to learn more: ronaldviolante1@gmail.com or 330-565–8364.
Selling Your Business? If you are considering selling your business, you owe it to yourself and your employees to consider selling to MAP Communications’ Employee Stock Ownership Plan (ESOP). Dozens of past sellers to MAP include Stericycle Communications Solutions, Answer Center VA Beach, and A-Courteous Communications in Orlando. Call Grant Sibley 800-955-9888 or email gsibley@mapcommunications.com for a confidential conversation.
Professional Liability Insurance: The member-exclusive, ATSI-endorsed professional liability insurance program protects you against claims-related errors and omissions arising from your professional services. This comprehensive solution, commonly known as errors and omissions liability insurance (E&O), covers defense costs and settlements and provides a valuable layer of additional coverage. Contact: ATSI-questions@alliant.com or 855-393–ATSI.
Industry News
Send us your TAS articles and news for consideration in the next issue.
Quote for Consideration
Can anything be sadder than work left unfinished? Yes, work never begun. -Christina Rossetti