In the beginning, there were drawings scrawled onto cave walls.
Then as humans’ desire to share their story grew, our method of doing so evolved. We got papyrus, paper and quill, paper and pen, the printing press – all revolutionary inventions in their day.
Fast-forward to today — the evolution of communication is still unfolding, with one of the most hotly-debated forms of technology ever created taking centerstage. AI.
Wait, wait! Don’t go! Take my hand and come with me – I’ll protect you from the strong winds of opinion and change.
Here’s the thing: we get it. AI (or Artificial Intelligence – which includes tools like ”machine learning”) can sound impersonal. It can even sound intimidating or scary. Heck, most of the media we grew up with warned us about the dangers of “AI,” though most of the current conversation surrounding AI is less about Skynet and more about “business practices.”
And whether you are unsure of AI because of these “business practices,” because it’s confusing, or because everyone else seems to be up-in-arms about it, today we wanted to take a look at three big concerns that many people have about AI and address them.
1. Fear of Job Loss
Let’s look at the elephant in the room directly in the eye – most people are afraid that AI will replace their jobs.
And it would be dishonest to say that fear isn’t a valid one. There have been unfortunate stories of people losing their jobs because – let’s face it: AI is cheaper. And the conversation of ethics and AI in the workplace is an important one – especially when we look at how the “bigwigs” utilize AI.
However – and I’m going out on a limb here, so correct me if I’m wrong – you’re probably not a “bigwig.” And even if you are (in which case – hi, there! Happy to see you. Enjoy the beverages) our intentions aren’t to take away jobs. Rather the opposite: we want to provide you with the ability to do more than you have ever been able to do. We’re not taking anything away — we’re giving you more. More resources, more tools, and more time for what matters most.
Some examples of these tools and resources are:
- Taking calls in multiple languages.
- Managing and routing calls to reduce wait times.
- Offloading tedious, monotonous, and time-consuming tasks to free you up to take care of other things (like advertising and customer service!)
In other words: we’re giving you tools you would likely not have access to otherwise.
2. Loss of Control or Oversight
As a software company, we understand that most of us are generally used to being able to see coding – or at the very least we are used to being able to visually see the effects of coding.
“If A, then B.”
However, machine learning is slightly different.
AI learns like humans do — through examples, repetition, and feedback — which makes it feel unfamiliar compared to traditional software. But that doesn’t mean it’s uncontrollable. Quite the opposite: it’s not difficult to customize, adjust its tone, and decide exactly how it works within your team. And as our technology evolves, these customization options will become better and even easier to use.
Plus, since it’s us we’re talking about, you already know it’s been trained with the best telecom practices – some of which would be provided by you.
Because Startel’s AI learns through repetition and real-world examples, it’s been trained on a rich library of top-tier phone calls — all used with full permission. This gives it a strong foundation in what excellent service sounds like. And as more clients come on board, that library continues to grow, making the AI even smarter and more attuned to delivering exceptional call experiences.
3. Data Privacy and Security
This is a big one – many big AI-focused companies have been caught adjusting their “terms and conditions” or selling their client’s information to the highest bidder.
Let’s be clear: we won’t do that. Ever.
We will never mine your data or your customers’ data because:
- That’s unethical.
- It’s bad business
- Quite frankly, we have no reason to.
Startel exists to build software for contact centers – not to compete with them. We don’t have a product to sell to your callers, and we don’t want one. There’s no ulterior motive and no hidden upsell. Your data is yours, and your customer relationships are yours. Full stop.
Now, while we’re on the subject of trust…
We’ve seen some AI vendors enter the market with a “Trojan horse” approach – offering contact centers helpful tools only to turn around and sell directly to the end clients you serve. They look like partners but act like competitors.
That’s not just shady – it’s harmful to business.
It’s harmful to your business, our business, and the calling center business as a whole.
Startel will never do that.
We serve contact centers – and only contact centers. We don’t want your business; we want your business to grow. Our success is directly tied to yours.
Or, to quote a wise old wizard:
“I’m not trying to rob you! I’m trying to help you.”
- Gandalf the Grey
So, you can trust us: your data is safe. And so is your business.
That is the big word, isn’t it? Trust.
We understand that as we enter this era of rapidly evolving technology, things are going to get confusing. Things are going to get uncomfortable. Things are going to get scary.
Which is why we are so grateful for your trust as we do our best to adapt to the ever-changing needs of the industry; especially to those of you who have been with us for a long time.
As we continue innovating, our core remains the same: human-centered design, client-first solutions, and a commitment to trust.
If you have questions, concerns, or just want to chat about what AI could do for your workflow — reach out. We’re listening.
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