Frontline

With the new Chat AI feature any monkey, I mean overseas rep, can do this job. We have 4-6 min wait time between calls now. Even Night Shift experiences a short 30 second wait time. They have to be routing these calls out already for this wait time to be so excessive. There has been availability since January, but that was 1-3 mins and usually on a few days a week. It definitely appears that frontline will be laid off, for the first time. The email about the chat AI feature read that it helped reduce FCR by 1% and the total call time too. This means fewer men will be needed. Also means that they can contract more monkeys for less money.

As a tenured and experienced elite rep, I have already proven the value of experience and knowledge can not he replaced with these AI systems. It didn’t pull up the appropriate promotions needed when asked a direct question and I took two seconds faster to get a rate price plan than it took to spin around and populate the info - cause I know where to go. Anyone else feel like they’ll be laying off frontline? It’s obvious leadership and support will get hit again, but I also believe so will frontline this time.

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It’s one thing to set up your complaint with a reference to a trained monkey, but you lost any credibility and empathy when you continued calling GC monkeys throughout your rant. I’m not even going to bother to explain how you are just wrong from the get go about the vendors. And for the rest of you thinking all of the jobs are coming to internal, I have a bridge to sell you. At best, these roles will move onshore vendors.

Call volume is always down this time of year.

Time between? In tech we are back to back all damn day due to them pushing more queues on us. Most the tech job now is fixing other peoples mistakes and home internet billing. It su-ks!

https://www.lightreading.com/ai-machine-learning/is-t-mobile-s-ai-training-model-the-reason-it-keeps-getting-hacked-#close-modal

Global Care has been using the tools, but have you seen them using it? They don't understand how to write a prompt correctly. I don't think just any "monkey" can use these tools - they already said they want to be 100% internal care so if anything, I can see GC being downsized and keeping internal the same. If they layoff TEX before GC then what little faith I have in this company will be gone.

I don't think just any monkey can use them. You underestimate the level of understanding that's required to use them correctly. I've seen a few examples of global care getting it wrong and I don't see them getting it right without being taught how to write a prompt, with the correct context, and in proper English. They've already said they want 100% internal based reps, I see GC being downsized before they lay off internal care.

The “best of the best” will be able to apply at an experience store. Those who don’t want to, adios.

They are using AI as a cover for offshoring jobs. They have already outsourced several back office departments and are in the process of doing the same to several others. This company does not value employees anymore that’s been made clear.

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Frontline

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