Eleving Group, an international fintech company, is implementing AI-based voice agents in its call centers, significantly boosting efficiency and reducing costs. A pilot study revealed that these agents can handle up to 20,000 calls a day, effectively performing the work that previously required almost a hundred human employees. This advancement has raised significant questions regarding the future of human jobs in call centers, as the technology is poised to take on up to 70-80% of simple calls, leaving the more complex cases to human workers.

The technology, developed in collaboration with Chaseit, showcases voice agents that are remarkably lifelike and capable of handling customer inquiries effectively. According to Modestas Sudnius, the CEO of Eleving Group, the pilot project demonstrated that these agents sound natural and realistic, which is a critical factor for customer satisfaction. This transition to AI not only reflects the growing trend toward automation in customer service but also highlights the delicate balance between technological innovation and workforce implications.

As Eleving Group expands the deployment of these AI voice agents across various markets, the implications extend beyond immediate cost savings. Concerns arise regarding job security for human operators and the potential for reduced job opportunities in the sector. While the company asserts its commitment to retaining human employees for more complicated tasks, the shift towards AI represents a larger trend in the industry that could redefine labor roles and operational dynamics in the context of digital transformation.