Digital labor is a term that applies to the automation of tasks that are performed by computer applications. These tasks were formerly performed by humans. Digital labor can be used for data entry, for warehouse operations by a robot, or in call centers to solve the problems that humans are having with a particular product or service.
One of the big aspects of the rise of AI is understanding the shift to digital labor. Bots, or fully-featured digital assistants, can be looked at as a digital labor element. Today, nearly all contact centers are staffed by humans, but bots are rising as they get better at handling specific repeatable use cases.
Prediction: By YE 2021, digital labor will become a key feature of intelligent contact center offerings. This will force enterprises to do planning for the ratio of human labor to digital labor.