Sal Khan, the founder of Khan Academy, recently highlighted the profound implications of artificial intelligence (AI) on the workforce, particularly in the call center industry. During a visit to Silicon Valley, he encountered self-driving vehicles from Waymo, which underscored the rapid advancement of automation technologies. Khan’s concerns deepened after learning from a friend about a significant call center in the Philippines that replaced 80 percent of its workforce with AI agents. This development has raised alarms about the future of jobs in a sector that contributes between 7 percent and 10 percent to the nation’s G.D.P.
Automation’s Expanding Reach
The conversation Khan had in Silicon Valley reflected a growing unease about the rapid deployment of AI technologies. As autonomous vehicles become more prevalent in cities like San Francisco, Phoenix, Austin, Atlanta, and Los Angeles, the potential for job displacement poses a significant challenge. In just a few years, the taxi industry has already seen a substantial contraction due to ridesharing services like Uber and Lyft.
Khan believes the impact of self-driving cars could extend beyond passenger transport, threatening jobs in delivery services and long-haul trucking, which are among the largest employment sectors for men in the United States. He anticipates that the implications of AI and robotics will ripple across various fields, including warehouse operations and software engineering.
Addressing Displacement Through Corporate Responsibility
As automation accelerates, Khan warns that the economic displacement caused by these technologies could lead to social unrest, reminiscent of the tensions fueled by globalization and immigration. To combat this, his friend has committed to dedicating 1 percent of his venture capital firm’s profits to training displaced workers for new job opportunities. This proactive approach represents a model of leadership in the era of AI.
Khan advocates for all companies benefiting from automation to adopt a similar strategy. By committing a small fraction of profits to worker retraining, businesses can mitigate potential backlash from the public. He argues that if corporate profits rise while job losses mount, the consequences may include stricter regulations, increased taxes, or even bans on automation technologies.
Beyond ethical considerations, Khan emphasizes that supporting workforce retraining aligns with long-term business interests. If a significant portion of the labor force becomes unemployed, corporations may face declining sales as those individuals can no longer afford their products and services. Investing in retraining initiatives not only helps affected workers but also secures a sustainable market for businesses moving forward.
As the landscape of work transforms under the influence of AI, the call for corporate responsibility and adaptive measures becomes increasingly urgent. The insights shared by Sal Khan serve as a reminder of the challenges and opportunities presented by technological advancements, urging companies to take an active role in shaping a future where workers are equipped to thrive.
