[lljk_kennedy]

Thank you, I came to say this too. You're mushing your humans harder, and they'll break. Those 5 mins of downtime post-call aren't 100% note taking - it's catching their breath, trying to re-compose after dealing with a nasty customer, trying to re-energise after a deep technical session etc.

I think AI in general is just being misused to optimise local minima in detriment to the overall system.

[ponector]

Imagine how AI changed the call center's work:

1. Some agents have been laid off.

2. Survivors got stripped off 5-minutes summarizing breaks between calls and assigned new higher targets of how many calls should they take per hour/day.

And it wasn't a good job before AI...

[doorhammer]

So, I fully agree that we should be aware how AI use is impacting front-line agents--honestly, I'd bet AI is overall a bad thing in most cases--but that's just a gut feeling.

That said, it's possible the agents weren't given extra time to make notes about calls and write summaries; often they're not.

You usually have different states you can be in as a call center agent. Something like: "On a call", "Available to take a new call", "Unavailable to take a new call"

Being on a call is also being unavailable to take a call, but you'd obviously track that separately.

"Unavailable" time is usually further broken down into paid time (breaks), unpaid time (lunch) etc

And _sometimes_ the agent will have a state called something like "After Call Work" which is an "Unavailable" state that you use to finish up tasks related to the call you were just on.

So, full disclosure: I did work for a huge e-com supporting huge call centers, but I only worked for one company supporting call centers. What I'm talking about is my experience there and what I heard from people who also worked there who had experience with other call centers.

A lot of call centers don't give agents any "After Call Work" time and if they do, it's heavily discouraged and negatively impacts your metrics. They're expected to finish everything related to the call _during_ the call.

If you're thinking "that's not great" then, yeah, I agree, but it was above my paygrade.

It's entirely possible that offloading that task to an LLM gives agents _more_ breathing room.

But also totally possible that you're right. I don't know the GPs exact situation, but I feel pretty confident that other call centers are doing similar things with AI tagging and summaries and that you see both situations (AI giving more breathing room some places and taking it away others).