呼叫中心：你在和AI对话吗？ ⏲️ 6分钟英语：英语精读讲义

Six Minute English from bbclearningenglish.com.

来自 bbclearningenglish.com 的六分钟英语。

Hello, this is Six Minute English from BBC Learning English.

大家好，这里是 BBC 英语教学的六分钟英语。

I'm Phil.

我是 Phil。

And I'm Pippa.

我是 Pippa。

Have you ever phoned up a company and had your call held in a queue? 講解

你有没有给公司打过电话，然后在队列中等待？

If you have,

如果你有过，

then you've probably heard messages like this.

那你可能听过这样的语音提示。

Hello,

您好，

your call is important to us. 語氣意圖

您的来电对我们很重要。

You are number 89 in the queue. 用詞

您在队列中排名第 89 位。

If you'd like to continue to hold press one, 語氣意圖

如果您想继续等待请按 1，

if you'd like to return to the main menu press zero. 用詞

如果您想返回主菜单请按 0。

How do you feel when your phone call is put on hold, Phil? 短語動詞

Phil，你的电话被搁置等待时，你有什么感觉？

Oh, frustrated usually.

哦，通常会觉得很沮丧。

Although, I do like it when there's a number saying how many people are in front of you. 講解

不过，我确实很喜欢有数字提示前面还有多少人等待。

That's good.

那很好。

Well,

嗯，

when your call is finally connected, 短語搭配

当你的电话终于接通时，

it's usually a call center worker you'll speak to. 用詞

你通常会和呼叫中心的工作人员交谈。

A real-live person who'll hopefully fix your problem. 用詞

一个大活人，希望能解决你的问题。

But increasingly,

但越来越多地，

this work is now done using artificial intelligence or AI. 文化背景

这项工作现在正由人工智能或 AI 来完成。

And this is causing problems in countries like India and the Philippines,

这在印度和菲律宾等国家引起了问题，

where call center jobs make up a big part of the economy. 短語搭配

在这些国家，呼叫中心的工作占了经济的很大一部分。

In this program,

在本期节目中，

we'll be asking who's really in charge at the call center. 用詞

我们将探讨在呼叫中心里到底是谁说了算。

Humans or AI?

是人类还是 AI？

As always,

像往常一样，

we'll be learning some useful new vocabulary.

我们会学习一些有用的新词汇。

And remember, you can read along with the program 短語搭配

记住，你可以跟着节目一起阅读，

and find the list of new words and phrases

并找到新单词和短语的列表，

by visiting our website bbclearningenglish.com.

只需访问我们的网站 bbclearningenglish.com 即可。

But now,

但现在，

I have a question for you, Phil.

我有一个问题要问你，Phil。

Around the world,

在世界各地，

numbers of call center workers have grown rapidly in recent years. 語法

近年来呼叫中心的工作人员数量迅速增长。

If you're listening to this,

如果你正在听这个节目，

maybe you're a call center worker yourself.

也许你自己就是一个呼叫中心工作人员。

So, approximately how many people work in call centers globally, Phil?

那么，Phil，全球大约有多少人在呼叫中心工作？

Is it A, 7 million,

是 A，700万，

B, 17 million,

B，1700万，

or C, 27 million?

还是 C，2700万？

Ooh.

噢。

Um,

嗯，

I think B, 17 million.

我选 B，1700万。

Okay.

好的。

Well, you'll have to listen to the end to find out the answer. 短語動詞

嗯，你得听到最后才能知道答案。

Now, one worker worried about the impact of AI on jobs in the Philippines 短語搭配

现在，有一位工作人员担心 AI 对菲律宾就业的影响，

is Mylene Cabalona,

她是 Mylene Cabalona，

president of the Call Center Workers Union BIEN.

呼叫中心工会 BIEN 的主席。

Here, she tells BBC World Service program Tech Life

在这里，她向 BBC 世界服务节目 Tech Life 讲述了

about some of the difficulties of her job

她工作中的一些困难

and why she fears for the future. 短語搭配

以及她为何对未来感到担忧。

So, and this person is quite already aggravated

所以，当这个人已经相当恼火了，

and he keeps on yelling 語法

并且他一直在大喊大叫，

and that's the, you know,

那就是，你知道的，

that's the difficult part

那是困难的部分，

because the mental stress also, 用詞

因为精神上的压力也很大，

you know, you have to pacify the client 用詞

你知道，你必须安抚客户，

and you have to make sure you're able to resolve the concern 用詞

你得确保能够解决他们的担忧，

and then the difficult part on that conversation

然后在那次对话中困难的部分

is that you're being monitored by an AI. 語法

是你正在被 AI 监控。

I mean, eventually AI would replace us. 語法

我的意思是，AI 最终会取代我们。

Um, it's going to displace workers in the in, 用詞

嗯，它将会取代工人，在，

you know, eventually in the near future.

你知道，最终在不久的将来。

Even, as a matter of fact, 短語搭配

甚至，事实上，

there's been a in a study that says that

有一项研究表明，

about 300,000 workers or around 27% of workers 用詞

大约 30 万名工人或者说大约 27% 的工人

that's going to be uh displaced because of AI.

将会因为 AI 而失去工作。

And that's slowly happening.

而且这种情况正在慢慢发生。

Call center work involves dealing with customers who phoned up to complain. 短語搭配

呼叫中心的工作包括处理打电话来投诉的客户。

They're often angry, aggravated,

他们通常很生气、恼火，

and yelling or shouting down the phone. 短語搭配

在电话里大吼大叫。

It's Mylene's job to pacify them,

Mylene 的工作就是安抚他们，

to calm them down. 短語動詞

让他们平静下来。

If that wasn't stressful enough, Mylene's conversations are monitored by AI systems 表達脈絡

如果这还不够有压力的话，Mylene 的对话会被 AI 系统监控，

to see how well she fixes her client's problems. 語法

以查看她解决客户问题的效果如何。

You might think AI was built to support workers like Mylene, 語法

你可能认为 AI 的建立是为了支持像 Mylene 这样的工作者，

but she fears AI will replace her in the near future, 短語搭配

但她担心 AI 会在不久的将来取代她，

a phrase meaning very soon or within a short time.

这个短语的意思是很快或在短时间内。

Mylene emphasizes her fears about being replaced by giving details about a study she read,

Mylene 通过提供她读过的一项研究的细节，强调了她对被取代的恐惧，

which claimed that 27% of workers will be displaced by AI. 語法

该研究声称 27% 的工人将被 AI 取代。

She uses the phrase as a matter of fact to emphasize what she's saying

她使用短语 as a matter of fact（事实上）来强调她正在说的话，

and to give more detail as evidence to support it.

并提供更多细节作为支持证据。

But Mylene thinks AI will never fully replace humans.

但 Mylene 认为 AI 永远无法完全取代人类。

She says AI lacks one important quality, empathy. 用詞

她说 AI 缺乏一个重要的品质：同理心。

Here she explains more to BBC World Service's Tech Life.

在这里，她向 BBC 世界服务的 Tech Life 节目作了更多解释。

Well, I don't think AI could is,

嗯，我不认为 AI 可以是，

you know, empathetic or uh

你知道，有同理心的，或者呃，

whenever they talk,

每当他们说话时，

I mean, if ever a machine or a robot talks to them,

我的意思是，如果一台机器或一个机器人对他们说话，

you know, um people are more compassionate than,

你知道，嗯，人类比，

you know, when you talk to a robot.

你知道，当你对着机器人说话时，更有同情心。

Mylene says that AI is not empathetic. 用詞

Mylene 说 AI 没有同理心。

Unlike humans,

与人类不同，

it can't put itself in someone else's place 習語

它不能设身处地为别人着想

and share their feelings or experiences. 短語搭配

并分享他们的感受或经历。

If you listen carefully to Mylene's speech, 短語搭配

如果你仔细听 Mylene 的讲话，

you'll notice she says, "You know," a lot. 語氣意圖

你会注意到她经常说“You know”。

Phrases like, "You know," um, and "uh," are called filler words 用詞

像“You know”、“um”和“uh”这样的短语被称为填充词，

and are used to give the speaker time to think or to express uncertainty. 表達脈絡

被用来给说话者思考的时间或表达不确定性。

Right, I think it's time I revealed the answer to my question, 語法

好了，我想是时候揭晓我问题的答案了，

Phil.

Phil。

I asked you how many call center workers are there globally?

我问你全球有多少呼叫中心工作人员？

And I said 17 million.

而我说是 1700万。

Which is the right answer.

这正是正确的答案。

Okay, let's recap the vocabulary we've learned in this program, 表達脈絡

好的，让我们回顾一下在这个节目中学到的词汇，

starting with yelling, another word for shouting. 短語搭配

从 yelling（大喊大叫）开始，这是 shouting 的另一种说法。

To pacify someone means to calm them down

To pacify（安抚）某人意味着让他们平静下来，

when they're angry.

当他们生气时。

In the near future means very soon or within a short time.

In the near future（在不久的将来）意思是很快或在很短的时间内。

The phrase as a matter of fact is used to add emphasis to what you're saying, 短語搭配

短语 as a matter of fact（事实上）用来加强你正在说的话的语气，

to give more detail about what you've just said,

提供关于你刚刚说过的话的更多细节，

or to introduce something that contrasts with it.

或者引入与之形成对比的事情。

If you're empathetic, 語法

如果你是 empathetic（有同理心的），

you're able to put yourself in someone else's position

你能够设身处地站在别人的立场上

and share their feelings or experiences.

并分享他们的感受或经历。

And finally,

最后，

filler words like, um, uh, and you know,

填充词比如 um、uh，还有 you know，

give the speaker more time to think or to express uncertainty.

给了说话者更多思考或表达不确定性的时间。

Once again,

再一次，

our 6 minutes are up. 短語搭配

我们的 6 分钟时间到了。

Bye.

再见。

Bye.

再见。

Six Minute English from bbclearningenglish.com.

来自 bbclearningenglish.com 的六分钟英语。