I was happy to see they are planning to use AI to assist call centre staff rather than replace them. It sound like they are planning to use AI in a helpful way, hopefully it works out that way.
The worry with AI is always when it is used to replace people with no oversight - like robodebt, or chatbots that block the ability of customers to get through to talk to a person.
I agree, co pilot should be used. It will help upskill people to work on more complex tasks.
From a corporate perspective, long term they’re sacrificial lambs and will be replaced. AI learns and gets free training, enhances model. Less staff needed, goes down natural attrition.
This is where EU regulations help save some jobs, as an decisions an AI makes can be challenges by a person and has to be reviewed by a person.