There’s been plenty of discussion about the impact of AI on those just entering the job market. The first rung in the career ladder is being removed according to job data. Latest research from Stanford University’s Digital Economy Lab shows generative AI is beginning to reshape US employment, with disproportionate impacts on entry-level workers in AI-exposed occupations. Specifically, early-career workers aged 22–25 in the most AI‑exposed occupations experienced a 13% relative decline in employment since late 2022. In contrast, employment rates for older workers in the same jobs and workers in less-exposed fields were stable or growing. This article explores what this means for contact centre teams and how organizations can redesign entry-level roles to support augmentation over automation.
