AI obviously can't help with being able to understand thick accents whether they be from a foreign based CSR or native English speaker with a thick accent (sometimes it's Louisiana folks for me. Nothing wrong with LA, but to my ear the accent is tough). Where AI can and likely will help is in the ACD system where you are dealing with the machine. AI learning should help those systems to be able to more clearly understand what you are asking and have the capability of responding to many many more issues than the very few it can today. All of that of course in the accent that it detects that you are speaking, so I get Northeastern US, the guy from LA that I can't understand well gets that LA Cajun English accent etc.
It is unlikely that businesses will be able to afford US staffed CSR systems to handle every call, or put another way, it's unlikely we'll be able to afford the products and services of companies that employ that higher cost labor.
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