Horrified by Mass Layoffs,

Online Taxi Giant Speaks Out

Jakarta, CNBC Indonesia –The storm of layoffs (PHK) continues, following the unstable economic conditions post-pandemic. Technology giants have been slapped hard and are echoing massive efficiency.

At the same time, the emergence of artificial intelligence (AI) technology is also feared to replace human professions. Several companies have implemented AI to make human work easier, but experts predict that its impact could threaten human existence in the future.

One of those who has started to adopt AI in the workplace is the online transportation giant from the United States (US), Lyft. Collaborating with Anthropic, which is backed by Amazon, Lyft intends to release an AI tool for customer service operations (customer care) on its platform.

Lyft said that thanks to Anthropic’s Claude AI model, the average customer service completion time has been reduced by 87%. Every day, the AI ​​system completes thousands of consumer requests.

The use of AI for consumer services has raised concerns about the loss of the ‘customer service’ profession and industry. However, Lyft emphasized that it will still need human workers as support agents.

More specifically, Lyft said the AI ​​assistant is used to resolve consumer issues or complaints. Furthermore, consumers are still directed to human workers if they need further assistance.

“We see AI as an opportunity to improve the quality and effectiveness of operations, not as a way to cut jobs,” said Jason Vogrinec, Lyft’s Executive Vice President.

Lyft said issues such as safety, deactivation, fraud, and other complexities will continue to be analyzed and resolved by human workers.

In the future, the partnership between Lyft and Anthropic is expected to be able to create tools that will help riders and drivers. The AI ​​startup will train Lyft engineers on the technology.

SOURCE : CNBC INDONESIA