5. Call centres: Are you talking to AI?

1. What is the main topic of the discussion?

• The history of AI
• The use of AI in call centres
• The history of customer service
• The future of work

2. What is frustrating about calling a company, according to Phil?

• It is always fast
• Waiting in a queue
• The music while waiting
• That humans answer quickly

3. What is AI's role in call centres?

• It does nothing
• It is taking over some jobs
• It only assists workers
• It improves customer satisfaction

4. How many call centre workers are there globally?

• 7 million
• 17 million
• 27 million
• 10 million

5. What does 'pacify' mean in the discussion?

• To make someone angrier
• To calm someone down
• To ignore someone
• To change the topic

6. Why is Mylene worried about AI?

• She dislikes working
• She fears losing her job
• She thinks AI will help workers
• She believes AI will fail

7. What percentage of call centre workers might be displaced by AI?

• 0.1
• 0.27
• 0.5
• 0.9

8. What does 'in the near future' mean?

• Very far away
• Very soon
• In a few decades
• Next year

9. Why does Mylene believe AI cannot fully replace humans?

• AI is more intelligent than humans
• AI lacks empathy
• AI is smarter than people
• AI can predict emotions

10. What does 'as a matter of fact' mean?

• An opinion without evidence
• To give emphasis and detail
• A random phrase
• A technical term