Soon after Kay took on a new role at an e-commerce company in the fall of 2023, the responsibilities began to pile up.
Kay – who asked USA TODAY to not use her full name for fear of losing her job – was originally told she would oversee customer service agents as a team lead. But with the rapid advancements in AI chatbots like ChatGPT, her job shifted to a high-stakes position focused on automating customer support. READ MORE