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In the next 2-5 years, Fiji’s call centre industry faces a significant shift due to AI advancements. With AI’s growing ability to handle complex conversations, many routine call centre jobs are at risk.
AI’s Rising Role: AI technologies, especially in voice recognition, are rapidly evolving. They’re expected to handle a broad range of customer interactions, from queries to complaints, more efficiently than human counterparts.
Impact in Fiji: Fiji, with a notable number of call centre jobs, could see a drastic workforce reduction as AI takes over routine roles. This shift might lead to thousands of workers needing to adapt to new job environments or acquire new skills.
Future Outlook: The transition could be both challenging and opportunistic. It may encourage a focus on more complex, human-centric customer service roles and drive workforce upskilling.
The impending AI revolution in call centres presents a crucial juncture for Fiji’s labour market and economy. A proactive approach, focusing on training and adapting, will be key to navigating these changes.
* An AI tool was used to add an extra layer to the editing process for this story.
