Thread regarding AT&T layoffs

Sorry to hear this. I know some will get massive surplus checks but others will be shoved out with hardly anything. God Bless

I'm hoping to be laid off ASAP because this has turned in to a very bad culture to be part of!

Sad we are losing some of the best billing specialist for complex now what?

Many of us hope to be laid off as soon as possible.

Call center folks are paid well. Good luck replacing that salary.

“ you really need to see what they're doing with AI. It will get to the point they don't know they're talking to an AI. You also assume younger generations have the aversions to it as you do.”

Everyone ages. Needs change. When folks start paying their own bills and then need to negotiate or investigate a high bill, they don’t want a stupid chatbot that they have to answer 15 standard questions to finally get somewhere and then still need help from a human that understands what they are really asking for.

Did the company offer the reps another job in another call center like they do with other contracts or change to the mobility contract and take those calls like they did with the earlier this year with D6 reps?

AI virtual assistants are covering 83% of the calls. There is and will be “skeleton crews” that cover fallout and escalation.

"Yea they are, but good luck getting any complex resolution when you have a question about why something hasn’t been done that a chat bot"

The AI will learn just like you did only it will never forget. 20 years from now, it will probably be the first layer of healthcare you go to before seeing a human. If it can handle writing a prescription, it can handle a billing dispute.

"I love how the knuckle draggers suggest AI is capable of replacing a human."
you really need to see what they're doing with AI. It will get to the point they don't know they're talking to an AI. You also assume younger generations have the aversions to it as you do.

“I hope you enjoy the rest of your day.” The parting words when we got canned. Classy company.

I love how the knuckle draggers suggest AI is capable of replacing a human.

When I’m calling customer service, the last thing I want is to listen to a computer.

All I want is an English speaking human that can answer my questions. That it.

No BS automation, no recording, no options, just a hello, thank you for calling, how can I help?

Artificial call centers
I think AT&T is behind the curv on this one, a lot of other places already have better models and they are undetectable by most people.
next time you feel like a little fun try chatting with the att chat bot about a problem with your phone and insult the CEO, see how long it takes for it to ask if you want to disconnect your lines.

No inbound calls. The office received tickets for billing disputes for the business customers. We only made outbound calls relating to the tickets that were submitted.

“call center jobs are being replaced by artificial intelligence. plus AI doesn't complain, call in , and is available 24/7”

Yea they are, but good luck getting any complex resolution when you have a question about why something hasn’t been done that a chat bot and RPA “handled.” Then you have to call a team in India who hasn’t been fully trained and has no local interest in serving the local community.

call center jobs are being replaced by artificial intelligence. plus AI doesn't complain, call in , and is available 24/7

Were these call center jobs in Metairie, LA?

The one that happened in San Diego was terrible. AT&T hoodwinked the local union president and the person who is president now. Weak union.

Sort of like happened in San Diego awhile back.
Only the locals that were affected noticed.

They don't take calls. Just an unnecessary archaic layer in the billing dispute process.

So sorry for those affected. I wish them all well.

@mtt+1vXvSSsJ
According to this, Back Office Billing Inquiries and Disputes

http://cwa3805.org/site/sites/default/files/files/Copy%20of%201QTR2025%20FINAL%20ATT%20SE%20Surplus%20Declaration_2_13_2024.pdf

what type of calls do they take?