WASHINGTON. Artificial Intelligence (AI) has long been viewed as a potential job killer, but recent developments suggest it may not eliminate jobs as feared. Instead, AI is making workers more efficient, with companies like Alorica and IKEA leading the way.
Alorica, a global customer-service provider based in Irvine, California, has introduced an AI-powered translation tool that allows its representatives to communicate with customers in 200 languages and 75 dialects. This innovation means a Spanish-speaking agent can assist a Cantonese-speaking customer without the need for additional language-specific hires. Despite this advanced technology, Alorica continues to hire aggressively.
“AI is going to eliminate a lot of current jobs, and this is going to change the way that a lot of current jobs function,” acknowledged Sam Altman, CEO of OpenAI, during a discussion at MIT. However, the experience at companies like Alorica and IKEA suggests a more balanced outcome.
IKEA, for example, introduced a customer-service chatbot in 2021, which handles simple inquiries. Instead of reducing its workforce, IKEA retrained 8,500 employees to focus on tasks such as interior design advice and resolving complex customer issues.
A recent study by Stanford University and MIT researchers tracked 5,200 customer-support agents using a generative AI assistant. The results showed a 14% increase in productivity, with the most significant gains among less experienced workers. This efficiency boost is echoed at Alorica, where AI tools have reduced call handling times and increased the number of calls agents can manage.
Despite fears of widespread job loss due to AI, companies like Alorica are still hiring. “We are still actively hiring,” said Rene Paiz, Alorica’s Vice President of Customer Service. “We have a lot that needs to be done out there.”
As AI continues to evolve, its role may resemble past technological breakthroughs, such as the steam engine or the internet, which transformed industries but also created new opportunities. The White House Council of Economic Advisers recently found “little evidence that AI will negatively impact overall employment,” highlighting that technology typically drives productivity, economic growth, and new job creation.
While AI may replace some jobs, it is also enhancing the capabilities of workers, allowing them to focus on more complex and creative tasks. As technology advances, companies are likely to continue balancing efficiency gains with the need for human expertise.
Si Venus L Peñaflor ay naging editor-in-chief ng Newsworld, isang lokal na pahayagan ng Laguna. Publisher din siya ng Daystar Gazette at Tutubi News Magazine. Siya ay isa ring pintor at doll face designer ng Ninay Dolls, ang unang Manikang Pilipino. Kasali siya sa DesignCrowd sa rank na #305 sa 640,000 graphic designers sa buong daigdig. Kasama din siya sa unang Local TV Broadcast sa Laguna na Beyond Manila. Aktibong kasapi siya ng San Pablo Jaycees Senate bilang isang JCI Senator.
