I'll say that my expertise has been historically in the telecommunications sector. When looking at discussions of artificial intelligence, there has been a real turn towards automation. I thought there would be more debate, but in my review of the trade literature, there was a focus on automation, and automation in all parts. I think automation in the call centre with chatbots is a really immediate part of what's already taking place.
I think partially it's important to look at the voices from below and the voices that are working and that have the lived impact of these AI systems on their day-to-day workplace. I think that was an important part of focusing on the call centre. For me, at least, that was the job of my future.