Reshaping Call Centers with the Help of Artificial Intelligence. We talk to computers all the time these days. We give voice commands to Alexa, Google Assistant, Siri, and many other black boxes that connect to the Internet. Rather than discuss whether bots should be handling customer service calls, let's talk about computer enhanced human customer service. The humans who take our service calls now are already enhanced by computers. They are at a keyboard connected to a computer that is supposed to have all the information needed. In fact, it is the computers that need more information, not the humans using them. I was talking to a health insurance carrier yesterday about using their recommended pharmacy, and the representative passed my call to the representative of the pharmacy. That representative had no records of me; and, I spent another half hour repeating my information. Want to use AI in call centers? Improve it, and then give the knowledge to humans. Let computers be computers. Let humans be humans. Jeez.