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Will AI mean the end of call centres?

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Will AI mean the end of call centres?


Jane WakefieldTechnology reporter

Getty Images A woman wearing a phone headset at a call centreGetty Images

Many of us moan about calling call centres, but would dealing with AI be an improvement?

Ask ChatGPT whether AI will replace humans in the customer service industry, and it will offer a diplomatic answer, the summary of which is “they will work side by side”.

Humans though, are not so optimistic.

Last year, the chief executive of Indian technology firm Tata Consultancy Services, K Krithivasan, told the Financial Times that AI may soon mean that there is “minimal need” for call centres in Asia.

Meanwhile, AI will autonomously resolve 80% of common customer service issues by 2029, predicts business and technology research firm Gartner.

There is currently a lot of hype around “AI agents”. That is the term given to AI systems that can operate more autonomously and make decisions.

They could turbo-charge current non-AI chatbots, known as “rule-based chatbots”, which can only answer a set list of questions.

My own recent experience with parcel delivery firm Evri’s chatbot illustrates the existing, non-AI state of play.

My parcel had not arrived, and Ezra (the name of the chatbot), offered to “get this resolved straight away”.

It asked for a tracking reference, and after I had typed that in, it told me that my parcel had been delivered.

I could request proof of delivery, and when I did so it showed me a photo of the package… at the wrong front door. And there was no option to advance the conversation after this “evidence” was shown.

In response, Evri tells the BBC it is investing £57m to further improve the service.

“Our intelligent chat facility uses tracking data to suggest the most helpful responses and ensure the customer’s parcel is delivered as soon as possible, if this has not happened as scheduled,” it says.

“Our data confirms the vast majority of people get the answers they need from our chat facility, first time, within seconds. We’re always reviewing feedback to ensure our services are as helpful as possible, and we continue to make enhancements on a rolling basis.”

On the flipside, rival parcel delivery firm DPD had to disable its less rule-bound AI chatbot after it criticised the company and swore at users.

Getty Images Close up of a chatbot screenGetty Images

Companies around the world are adding AI to their existing chatbots

Getting the balance right between being on brand and genuinely helping customers is a tricky one for businesses to grapple with as they migrate to AI.

Some 85% of customer service leaders are exploring, piloting or deploying AI chatbots, according to Gartner. But it also found that only 20% of such projects are fully meeting expectations.

“You can have a much more natural conversation with AI,” says Garner analyst Emily Potosky.

“But the downside is the chatbot could hallucinate, it could give you out-of-date information, or tell you completely the wrong thing. For parcel delivery I would say rules-based agents are great because there are only so many permutations of questions about someone’s package.”

Resources and money are among the key reasons businesses may be considering the move from human to AI customer service. But Ms Potosky points out that it isn’t a given that AI will be cheaper than human agents.

“This is a very expensive technology,” she says.

The first thing that any business wanting to replace humans with AI will have to do is ensure that they have extensive training data.

“There’s this idea that knowledge management becomes less important because generative AI can solve the fact that their knowledge is not particularly well organised, but actually the opposite is the case,” adds Ms Potosky.

“Knowledge management is more important when deploying generative AI.”

Joe Inzerillo, chief digital officer at software giant Salesforce, tells the BBC that call centres provide fertile training grounds for AIs, particularly ones that have been moved to low-cost areas such as the Philippines and India.

This is because a lot of staff training will have been done, which the AI can also learn from.

“You have a huge amount of documentation, and that’s all really great stuff for the AI to have when it is going to take over that first line of defence,” he says.

Salesforce’s AI-powered customer service platform, AgentForce, is currently being used by a range of customers from Formula 1, to insurance firm Prudential, restaurant-booking website Open Table, and social media site Reddit.

Mr Inzerillo says that when Salesforce first put the platform through its paces it learned some valuable lessons about how to make the AI seem more human-like.

“While a human might say ‘sorry to hear that’, the agent just opened a ticket,” says Mr Inzerillo.

So the AI was trained to show more sympathy, especially when a customer has a problem.

Salesforce also found that not allowing the agent to talk about competitors proved problematic.

“This backfired when customers asked legitimate questions about integrating Microsoft Teams with Salesforce,” says Mr Inzerillo. “The agent refused to help because Microsoft appeared on our competitor list.”

The firm subsequently replaced that rigid rule.

Salesforce has ambitious plans for the continuing rollout of its AI agents, and so far it claims that they are a hit with its customers. It also says that the vast majority of customers, 94%, are choosing to interact with AI agents when given the option.

“We’ve seen customer satisfaction rates that are in excess of what people get with humans – then AI can unlock the next level of customer service,” says Mr Inzerillo.

It has also meant that the firm has cut customer service costs by $100m, but he was keen to play down recent headlines that suggest this has led to 4,000 jobs being slashed.

“A very large percentage of those people got redeployed in other areas around customer service.”

Fiona Coleman Fiona ColemanFiona Coleman

Fiona Coleman says there will always be times when she wants to speak to a human

Fiona Coleman runs QStory, a firm which is using AI to offer human call centre workers more flexibility in their shift patterns. Its customers include eBay and NatWest.

While she sees the value in AI improving working conditions, she is not sure the technology can ever replace humans entirely.

“There are times where I don’t want to have a digital engagement, and I want to speak to a human,” she says.

“Let’s see what it looks like in five years’ time – whether an AI can do a mortgage application, or talk about a debt problem. Let’s see whether the AI has got empathetic enough.”

The use of AI in customer service could, in fact, already be facing a backlash.

Legislation currently proposed in the US to move off-shore call centres back to America also requires businesses to disclose the use of AI, and transfer a caller to a human if asked to do so.

Meanwhile, Gartner predicted that by 2028 the EU may mandate what is called ‘the right to talk to a human” as part of its consumer protection rules.

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It has never been easier to start investing. As more take advantage, should you?

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It has never been easier to start investing. As more take advantage, should you?


When you think of an investor, what kind of person comes to mind? What are their interests, their job? Are they an older man wearing a pin-striped suit and a bowler hat?

It might surprise you that the average investor age in the UK is 49 years old – down from 55 years old over the last five years.

And with more than 13 million DIY investor accounts in the UK, it’s likely that the average investor looks more like one of your mates than someone out of The Wolf of Wall Street.

The UK is historically quite wary of investing, and it’s been something that the financial industry and governments have been trying to tackle for years.

We’re starting to see the fruits of these efforts trickle through; latest Boring Money data reveals that DIY investing accounts grew over 19 per cent in the last year. Roughly one-third of the population now invests, up from about a quarter in 2020, and it’s becoming more mainstream by the day.

Start small, stay consistent – let the market do the work

It’s a common misconception that you need to have a lot of money to be an investor. The median amount invested by DIY investors is around £15,000, but you can start with as little as £1.

Neither does it have to be done in one big hit. Lots of providers allow you to set up regular investing – often £25 a month minimum, but a few let you regularly invest less.

Setting up these direct debits can also be a good idea – you drip feed into markets and average out the price which you buy at, so smoothing out any ups and downs along the way.

And you don’t have to be a maths genius or obsessively checking the markets – there are plenty of tools and account types that can do this for you.

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Robo-advisors are automated, algorithm-driven financial planning and investment services requiring little to no human supervision. A typical robo-advisor asks questions about your financial situation and future goals when you set up the account, then will match you to one of their ready-made portfolios and automatically invest for you.

Find your investment “playlist”

If you don’t want to go down the robo-route, but aren’t sure which to pick, you can take a look at some of last year’s best-selling funds for inspiration. These four funds below appeared on multiple investment platforms’ best-selling lists every month in 2025.

They are all low-cost global collections of shares which are well diversified. Think of them like an investment playlist curated for you to serve up a bundle of shares in one easy-to-buy package.

The idea is that you can buy one product which is very broadly spread around lots of different companies which minimises the risk of any one thing going horribly wrong.

(Getty Images)

Fidelity Index World: a very cheap way to buy about 1,300 of the world’s largest companies in one go, pre-wrapped into one single investment product which costs about £1.20 a year for every £1,000 invested here.

HSBC FTSE All-World Index: a similar global option with over 3,000 companies and emerging markets too, so you get exposure to India, China and Brazil too, for example. Good if you don’t want too much exposure to the US.

Vanguard FTSE Global All Cap Index: a very diversified option. It has shares in about 7,000–8,000 companies with a small proportion in smaller companies, about 10 per cent in emerging markets, and slightly less in the US than some peers – a bit pricier than some trackers but still really good value – about £2.30 a year for every £1,000 invested here.

Vanguard LifeStrategy 100% Equity: one with a heavier British weighting – about 20 to 25 per cent invested in the UK.

Starting from scratch

If you’re a total beginner and want one of these global options to get started, you could compare platforms which will let you buy funds and won’t cost a lot for a small amount. Hargreaves Lansdown and AJ Bell are good options if you have small balances and want to buy a fund like the above. Or you can open an ISA with Vanguard and pop one of their ready-made ‘LifeStrategy’ funds into it.

If you prefer to buy and sell shares or exchange traded funds then Trading 212 and Freetrade are good low-cost ISA providers for smaller balances.

Investing has never been easier.

The average investor age is dropping, the amount you need to invest is low, and people are investing less, but more regularly. There are plenty of different platforms, things to invest in and ways to invest.

People talk about “time in the market, not timing the market” – that means if you’re in it for the long-haul, and can afford to invest small amounts regularly, you’ll be in a great place further down the line. The most important thing is to just get started and build up over time.

When investing, your capital is at risk and you may get back less than invested. Past performance doesn’t guarantee future results.



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How do you spot a fake online review?

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How do you spot a fake online review?



Britain’s competition watchdog has vowed to tackle fake and misleading online reviews “head on” as it launched investigations into firms including Just Eat and Autotrader.

The Competition and Markets Authority (CMA) said reviews are used by 90% of consumers when they buy over the internet and play a large part in the UK’s over £200 billion online retail sector.

But up to 50% of online reviews are fake, according to recent research by tech firm Truth Engine.

The CMA said its latest action against firms comes as part of a clampdown on fake and misleading reviews as shoppers increasingly rely on customer feedback when shopping online.

Emma Cochrane, executive director for consumer protection at the CMA, told the Press Association: “It’s so important that consumers can have trust in those reviews because we know that nine in 10 of us rely on them when we’re shopping, and that retail shopping in the UK is billions of pounds worth a year.

“It’s so important that consumers can have trust and confidence when they’re shopping online.”

Here are the CMA’s tips for spotting and avoiding fake reviews:

– Read the reviews

Shoppers often get taken in by five-star ratings without actually reading what people have to say about a product or service.

“You’ll be surprised at how many reviews sound dubious, overly vague or even totally unrelated to the item they’re supposedly endorsing,” the CMA said.

– Be alert to AI-generated reviews

Artificial intelligence (AI) can be used to make fake reviews sound fluent, polished and highly convincing.

“If a review feels a bit too slick, reads like it’s been perfectly crafted, or uses very similar wording to others, it may not reflect a real customer’s experience,” the CMA warned.

– Take a look at the other ratings

Look beyond the five-star ratings.

Three or four-star reviews are less likely to be fake, and they can be more useful to give a genuine, overall assessment.

– Check out multiple sites

Looking across several sites can help shoppers see patterns and provide a more consistent picture.

“Check a few different review sites. If you’re seeing the same kind of reviews coming up again and again, it’s more likely to be fake,” said Ms Cochrane.



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JustEat and Autotrader among firms investigated in fake reviews probe

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JustEat and Autotrader among firms investigated in fake reviews probe



The UK’s competition watchdog says it is looking at five firms in its investigation into misleading online reviews.



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