Arizona call center workers face uncertain future amid AI rise

PHOENIX (AZFamily) — Nearly 90,000 Arizonans work in call centers. However, those jobs are facing pressure from overseas competition and artificial intelligence, according to a Valley union leader.

John Seeley represents call-center workers in Arizona. He said AI is already handling things like hotel reservations, repair tickets and customer service calls.

Seeley said as the technology improves, workers are left wondering whether their jobs will still be there.

“When we take a look at the hundreds of thousands of people that work in the Valley, that either work in back office or call center environments, there’s no place for that many people to go instantly,” Seeley explained.

“So, definitely, as this technology becomes more prevalent, if we don’t have a safety net or a way for people to choose to speak to a real person, it really could have a devastating impact on us in the Valley,” he added.

Lawmakers push for changes

Arizona Sen. Ruben Gallego (D) and West Virginia Sen. Jim Justice (R) are pushing the Federal Communications Commission (FCC) for changes. They want customers to know when they are talking to an overseas call center and to have the option to reach a U.S.-based human.

The senators also want a human option when customers are dealing with AI.

The lawmakers said AI is not going away, but they want guardrails around how it is used, especially when it comes to replacing workers and handling sensitive customer information.

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