Should AI replace front desk staff? Or help them stay human?
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Should AI replace front desk staff? Or help them stay human?
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Re: Should AI replace front desk staff? Or help them stay human?
#2In our latest Keep IT Healthy podcast episode, we talk with Ada Andruszkiewicz, Co-Founder and COO at Talkie.ai, about a different narrative around automation in healthcare—one where AI reduces pressure, restores empathy, and absorbs the chaos instead of creating it.
What they cover:
Why healthcare is the perfect use case for voice-based AI
How Talkie.ai makes AI-patient conversations actually feel human
Their bold pivot from a horizontal AI platform to a vertical healthcare solution
Whether automation can re-humanize healthcare
The future of proactive AI agents in preventive care
Re: Should AI replace front desk staff? Or help them stay human?
#3I personally would be shocked if front desk staff exist in 2030. The 70 year experience in various forms of automation says that even if LLMs give shitty answers, they will replace people.
Phone service replaced in person service, and phone service gets boilerroomed and later offshored, or replaced by an IVR/VRU unit. Bank tellers start doing drive through, then mostly get replaced by ATMs. Retail checkers get replaced by self scanners, even if the corporation has to hire many more security folks because they're afraid of shoplifting. Then there's the whole evolution of corporate web pages from an actively monitored email address, to humans doing live chats to deliberately frustrating true bots, to LLM bots fantasizing to customers.
Chineses sellers have outsourced customer service to the web. I've purchased $100 GPS receivers that don't include a single sentence of printed documentation, not even a slip of paper with a URL or an email address.
Front desk staff are dead men walking.
Re: Should AI replace front desk staff? Or help them stay human?
#4I personally would be shocked if front desk staff exist in 2030. The 70 year experience in various forms of automation says that even if LLMs give shitty answers, they will replace people. Phone service replaced in person service, and phone service gets boilerroomed and later offshored, or replaced by an IVR/VRU unit. Bank tellers start doing drive through, then mostly get replaced by ATMs. Retail checkers get replac…
We have nothing to blame for this but our willingness as consumers to continue to buy from companies that do this. It just rewards them to continue the trend.
Re: Should AI replace front desk staff? Or help them stay human?
#5I personally would be shocked if front desk staff exist in 2030. The 70 year experience in various forms of automation says that even if LLMs give shitty answers, they will replace people. Phone service replaced in person service, and phone service gets boilerroomed and later offshored, or replaced by an IVR/VRU unit. Bank tellers start doing drive through, then mostly get replaced by ATMs. Retail checkers get replac…
We have nothing to blame for this but our willingness as consumers to continue to buy from companies that do this. It just rewards them to continue the trend.
Part of the process is slipping incrementally worse stuff past consumers. ATMs were an improvement, they did things 24 hours a day. Ditching the tellers after everyone used ATMs is shoddy. Offering scanners for 10 or fewer items is an improvement. Scanning every damn cart because there's only 1 checker makes the whole thing worse.