Fears of AI customer support layoffs are overblown due to natural attrition
Jesse Zhang · The Future of AI Agents | Jesse Zhang Interview · Invest Like The Best · Oct 6, 2025 · at 22:58
Decagon CEO Jesse Zhang addresses labor displacement concerns in customer support business process outsourcing (BPO).
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“I think it's a little bit overblown of like, oh, AI is replacing jobs and so on. I think most of, even the BPO as we talked to not really that concerned because what typically happens anyways, is that there's already very high turnover in these, BPO's cause like people are just hopping around and doing all sorts of different things. And so what most enterprises will do is like, it's not like, Hey, I'm going to massively, It's like, you going to know, just like, kind of just naturally let it decrease.”
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