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Who's better at my job, Chinese AI or me?

Dec 4, 2023
Makers of AI chatbots have promised it would change how we work. Our reporter put that theory to the test with China's Ernie Bot.
Baidu's AI chatbot, Ernie Bot, gives an error message on Aug. 31 in response to a question about a potential war over Taiwan.  It reads, "Try another question."
Greg Baker/AFP via Getty Images

Has "unusually high call volume" become the norm for customer service?

Jul 27, 2023
Service lines were swamped early in the pandemic, and many overseas call centers shut down. Companies want you to go online instead.
“Please remember there’s another human being on the other end of that phone,” said one customer service representative.
Richard Pohle/WPA Pool via Getty Images