Call center workers face AI job threats, demand union say in implementation

Call center employees are raising alarms over the increasing integration of artificial intelligence (AI) in their workplaces, fearing job losses and demanding stronger protections.

The labor union representing workers at Hyundai Marine & Fire Insurance's call center subsidiary has been in negotiations for a new collective agreement. A key demand is the inclusion of clauses that mandate prior consultation with the union before AI implementation and prohibit workforce reductions resulting from AI adoption. They also seek to prevent AI-generated performance metrics from influencing employee evaluations.

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Some companies are discussing performance bonuses of hundreds of millions of won, but call center workers are demanding very basic rights such as protection from emotional labor and the threat of job loss due to artificial intelligence.

"The introduction of AI is the biggest factor affecting the employment and working conditions of call center workers," said Kim Hyun-joo, head of the union's Hyundai Marine & C&R branch. She explained that AI chatbots and 상담봇s (consultation bots) have already begun replacing outbound call tasks, a significant portion of their work. This has led the company to forcibly transition about 20 employees to customer support roles since 2024, with half of them subsequently resigning. The union views these transitions as de facto layoffs and insists on protective measures.

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The introduction of AI is the biggest factor affecting the employment and working conditions of call center workers. The union views the forced transition of 10 people due to AI introduction as de facto layoffs, and protective measures must be in place.

Adding to the tension, the union is also pushing for the institutionalization of "emotional labor prevention." Citing public sector guidelines, they demand a minimum of 30 minutes of paid rest time per day for agents subjected to abusive customer calls. The company, however, has proposed limiting this to three days a week and offering only one day of "emotional labor leave" annually, compared to the five days of "physical training leave" granted to other employee groups. The union argues this constitutes discriminatory treatment.

The company, while stating it is not fundamentally opposed to the union's demands, insists on the need for "speed moderation." The union accuses the company of attempting to undermine their efforts by sharing details of the labor committee's discussions internally. The negotiations have reached an impasse, with the central labor relations commission's mediation efforts failing after nine rounds of talks.

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The company's position is not a fundamental opposition to the union's demands, but rather a need for speed moderation.