14,000 calls analyzed: call center jobs shrink but humans still outperform AI agents
thomas_unise · reddit · 2026-10-16
An analysis of 14,000 real call center calls by BoldAgents finds that despite declining call center jobs, human agents still outperform AI agents overall — especially on complex, empathy-heavy, judgment-intensive calls. The attrition is driven more by cost-based replacement than by across-the-board AI superiority.
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