Seminar 'AI and Job Quality in Italian Contact Centers', with Lisa Dorigatti

On 8 June, from 17:00 to 19:00, in the Silva Leal Auditorium, Building 3, Iscte, the seminar “AI and Job Quality in Italian Contact Centers: The Role of Workplace Regimes and Trade Union Power Resources” will take place, with Lisa Dorigatti, Associate Professor in the Department of Social and Political Sciences at the Università degli Studi di Milano.

The session will discuss how the introduction of artificial intelligence systems is transforming job quality in Italian contact centres. It addresses a central question for the political economy of work: does technology improve or worsen working conditions, or do its effects depend on workplace regimes and the capacity of collective actors to intervene? Focusing on contact centres, the seminar will analyse how workplace organisation, employment relations and trade union power resources mediate the impact of digitalisation on control, autonomy and worker protection.

Lisa Dorigatti’s research is located in the sociology of economic and labour processes, with work on comparative employment relations, industrial relations, precarious work, outsourcing and inequality, including sectors such as manufacturing, outsourced social services and logistics.

The seminar will be of interest to students, researchers and professionals concerned with the social impacts of artificial intelligence, transformations in work, and institutional and trade union responses to digitalisation. By connecting technological change with labour institutions, it will contribute to wider debates on decent work and collective representation. The event is organised within the framework of the MA Corporate Law and Labour Law, PhD Political Economy, MA Work, Employment and Society and MA Political Economy programmes.