American Banker wrote a story about the changing landscape of jobs in financial services. Following a recommendation from an industry analyst, the publication discussed how TrueAccord’s solution drives that change in debt collection.
Not everyone believes that humans are better at emotional work, like dealing with a sad or irate customer.
Sokolin argued that AI systems are good at emotional labor. He pointed to the debt-collection fintech TrueAccord, whose AI engine handles collections work for banks and card issuers.
“All they do is emotional labor, and they’re much better at it than people who call you during dinner,” he said.
Read the story here.