客服中心：你在和AI對話嗎？ ⏲️ 6分鐘英語：英語精讀講義

Six Minute English from bbclearningenglish.com.

來自 bbclearningenglish.com 的六分鐘英語。

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

大家好，這裡是 BBC 英語教學的六分鐘英語。

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

你有沒有給公司打過電話，然後在隊列中等待？

If you have,

如果你有過，

then you've probably heard messages like this.

那你可能聽過這樣的語音提示。

Hello,

您好，

your call is important to us. 語氣意圖

您的來電對我們很重要。

You are number 89 in the queue. 用詞

您在隊列中排名第 89 位。

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

如果您想繼續等待請按 1，

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

如果您想返回主選單請按 0。

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

Phil，你的電話被擱置等待時，你有什麼感覺？

Oh, frustrated usually.

哦，通常會覺得很沮喪。

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

不過，我確實很喜歡有數字提示前面還有多少人等待。

That's good.

那很好。

Well,

嗯，

when your call is finally connected, 片語搭配

當你的電話終於接通時，

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

你通常會和呼叫中心的工作人員交談。

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

一個大活人，希望能解決你的問題。

But increasingly,

但越來越多地，

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

這項工作現在正由人工智慧或 AI 來完成。

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

這在印度和菲律賓等國家引起了問題，

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

在這些國家，呼叫中心的工作佔了經濟的很大一部分。

In this program,

在本期節目中，

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

我們將探討在呼叫中心裡到底是誰說了算。

Humans or AI?

是人類還是 AI？

As always,

像往常一樣，

we'll be learning some useful new vocabulary.

我們會學習一些有用的新詞彙。

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

記住，你可以跟著節目一起閱讀，

and find the list of new words and phrases

並找到新單字和短語的列表，

by visiting our website bbclearningenglish.com.

只需造訪我們的網站 bbclearningenglish.com 即可。

But now,

但現在，

I have a question for you, Phil.

我有一個問題要問你，Phil。

Around the world,

在世界各地，

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

近年來呼叫中心的工作人員數量迅速增長。

If you're listening to this,

如果你正在聽這個節目，

maybe you're a call center worker yourself.

也許你自己就是一個呼叫中心工作人員。

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

那麼，Phil，全球大約有多少人在呼叫中心工作？

Is it A, 7 million,

是 A，700萬，

B, 17 million,

B，1700萬，

or C, 27 million?

還是 C，2700萬？

Ooh.

噢。

Um,

嗯，

I think B, 17 million.

我選 B，1700萬。

Okay.

好的。

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

嗯，你得聽到最後才能知道答案。

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

現在，有一位工作人員擔心 AI 對菲律賓就業的影響，

is Mylene Cabalona,

她是 Mylene Cabalona，

president of the Call Center Workers Union BIEN.

呼叫中心工會 BIEN 的主席。

Here, she tells BBC World Service program Tech Life

在這裡，她向 BBC 世界服務節目 Tech Life 講述了

about some of the difficulties of her job

她工作中的一些困難

and why she fears for the future. 片語搭配

以及她為何對未來感到擔憂。

So, and this person is quite already aggravated

所以，當這個人已經相當惱火了，

and he keeps on yelling 文法

並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

那是困難的部分，

because the mental stress also, 用詞

因為精神上的壓力也很大，

you know, you have to pacify the client 用詞

你知道，你必須安撫客戶，

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

你得確保能夠解決他們的擔憂，

and then the difficult part on that conversation

然後在那次對話中困難的部分

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

是你正在被 AI 監控。

I mean, eventually AI would replace us. 文法

我的意思是，AI 最終會取代我們。

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

嗯，它將會取代工人，在，

you know, eventually in the near future.

你知道，最終在不久的將來。

Even, as a matter of fact, 片語搭配

甚至，事實上，

there's been a in a study that says that

有一項研究表明，

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

大約 30 萬名工人或者說大約 27% 的工人

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

將會因為 AI 而失去工作。

And that's slowly happening.

而且這種情況正在慢慢發生。

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

呼叫中心的工作包括處理打電話來投訴的客戶。

They're often angry, aggravated,

他們通常很生氣、惱火，

and yelling or shouting down the phone. 片語搭配

在電話裡大吼大叫。

It's Mylene's job to pacify them,

Mylene 的工作就是安撫他們，

to calm them down. 片語動詞

讓他們平靜下來。

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

如果這還不夠有壓力的話，Mylene 的對話會被 AI 系統監控，

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

以查看她解決客戶問題的效果如何。

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

你可能認為 AI 的建立是為了支持像 Mylene 這樣的工作者，

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

但她擔心 AI 會在不久的將來取代她，

a phrase meaning very soon or within a short time.

這個短語的意思是很快或在短時間內。

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

Mylene 透過提供她讀過的一項研究的細節，強調了她對被取代的恐懼，

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

該研究聲稱 27% 的工人將被 AI 取代。

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

她使用短語 as a matter of fact（事實上）來強調她正在說的話，

and to give more detail as evidence to support it.

並提供更多細節作為支持證據。

But Mylene thinks AI will never fully replace humans.

但 Mylene 認為 AI 永遠無法完全取代人類。

She says AI lacks one important quality, empathy. 用詞

她說 AI 缺乏一個重要的品質：同理心。

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

在這裡，她向 BBC 世界服務的 Tech Life 節目作了更多解釋。

Well, I don't think AI could is,

嗯，我不認為 AI 可以是，

you know, empathetic or uh

你知道，有同理心的，或者呃，

whenever they talk,

每當他們說話時，

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

我的意思是，如果一台機器或一個機器人對他們說話，

you know, um people are more compassionate than,

你知道，嗯，人類比，

you know, when you talk to a robot.

你知道，當你對著機器人說話時，更有同情心。

Mylene says that AI is not empathetic. 用詞

Mylene 說 AI 沒有同理心。

Unlike humans,

與人類不同，

it can't put itself in someone else's place 慣用語

它不能設身處地為別人著想

and share their feelings or experiences. 片語搭配

並分享他們的感受或經歷。

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

如果你仔細聽 Mylene 的講話，

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

你會注意到她經常說「You know」。

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

像「You know」、「um」和「uh」這樣的片語被稱為填充詞，

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

被用來給說話者思考的時間或表達不確定性。

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

好了，我想是時候揭曉我問題的答案了，

Phil.

Phil。

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

我問你全球有多少呼叫中心工作人員？

And I said 17 million.

而我說是 1700萬。

Which is the right answer.

這正是正確的答案。

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

好的，讓我們回顧一下在這個節目中學到的詞彙，

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

從 yelling（大喊大叫）開始，這是 shouting 的另一種說法。

To pacify someone means to calm them down

To pacify（安撫）某人意味著讓他們平靜下來，

when they're angry.

當他們生氣時。

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

In the near future（在不久的將來）意思是很快或在很短的時間內。

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

短語 as a matter of fact（事實上）用來加強你正在說的話的語氣，

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

提供關於你剛剛說過的話的更多細節，

or to introduce something that contrasts with it.

或者引入與之形成對比的事情。

If you're empathetic, 文法

如果你是 empathetic（有同理心的），

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

你能夠設身處地站在別人的立場上

and share their feelings or experiences.

並分享他們的感受或經歷。

And finally,

最後，

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

填充詞比如 um、uh，還有 you know，

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

給了說話者更多思考或表達不確定性的時間。

Once again,

再一次，

our 6 minutes are up. 片語搭配

我們的 6 分鐘時間到了。

Bye.

再見。

Bye.

再見。

Six Minute English from bbclearningenglish.com.

來自 bbclearningenglish.com 的六分鐘英語。