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This is a U.S. Fortune 500 company but the workers in the sample are mostly (83%) outsourced customer support chat employees working in the Phillipines. My guess would be that there's not a real career path for these employees and the goal is to eventually automate them away.

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Automating the workers away is always to goal. But the irony is that automation makes the few humans that are left in the loop more important than before. So it is possible to end up in a situation where 1000s of easily replaceable employees were replaced by 10s of very difficult to replace employees and very complex system. So all in all it can be that even 10x productivity increase per employee might not be enough to justify the costs overall.

So I guess we have to see this case by case as in manufacturing and industries.

I'd bet they're just using them as the RLHF phase of the AI Chatbot Customer Service training and will be gone in less than a few months after that's successful enough

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