Brian Merchant Last week, read about one of the bleakest uses for gen I've seen yet: First Horizon Bank is rolling out a system to detect when a call center worker was on the brink of "losing it"—and

Brian Merchant
Last week, read about one of the
bleakest uses for gen I've seen yet: First
Horizon Bank is rolling out a system to
detect when a call center worker was on
the brink of "losing it"—and play them
Al-made montage of family photos set to
their favorite song to calm them down
Call center agents who have to deal with angry or perplexed customers all day tend to have
through-the-roof str leve a high turnover rate as a result. About 53% of contact
enter agents who describe their stress level at work as high say they will probably leave their
within the next six months, according to CMP Research's 2023-2024 Customer
Contact Executive Benchmarking Report
Some think this is a problem artificial intelligence can fix. A well-designed algorithm could
the signs that a call center rep is losing it and something about it, such as send the rer
a relaxing video montage of photos of their family set to musi:
First Horizon is using artificial intelligence and such video “resets” to bring a state of calm and
well-being to the people who talk to customers on the phone all day. Down the road, it als