A.I. Still Needs H.I. (Human Intelligence), For Now

BANGALORE, India — Fifteen years ago I came to Bangalore, India’s Silicon Valley, to do a documentary on outsourcing. One of our first stops was a company called 24/7 whose main business was answering customer service calls and selling products, like credit cards, for U.S. companies half a world away.

The beating heart of 24/7 back then was a vast floor of young phone operators, most with only high school degrees, save for a small pool of techies who provided “help desk” advice. These young Indians spoke in the best American English, perfected in a class that we filmed, where everyone had to practice enunciating “Peter Piper picked a peck of pickled peppers” — and make it sound like they were from Kansas not Kolkata. READ MORE ON: THE NEW YORK TIME

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