Talking machines are now taking over call centre jobs

Workers at a call centre.

The biggest threat to jobs might not be physical robots, but intelligent software agents that can understand ourquestions and speak to us, integrating seamlessly with all the other programmes we use at home and at work.

And call centres are particularly at risk. Last week, we learned that British retail giant Marks & Spencer is moving 100 switchboard staff to other roles because chatbots are taking over their duties. “All calls to 640 M&S stores and contact centres now handled via Twilio-powered technology,” boasted the California-based tech company operating the new system.