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First Horizon Bank Faces Backlash for AI-Powered Solution to Address Contact Center Burnout

2024-07-03 14:09:52.469000

First Horizon Bank, a prominent financial institution, recently faced criticism for its use of AI technology to tackle contact center burnout. The bank piloted an innovative tool called Agent Burnout Detection, which presented contact center agents with family photos and their favorite songs during mini-breaks. The aim was to alleviate stress and improve agent well-being. The trial resulted in a 13-15% decrease in stress reports and an improvement in customer satisfaction. However, the deployment of this AI-powered solution received backlash on social media, with some commentators describing it as 'bleak' and likening it to a 'Black Mirror plot' [57a52f32].

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