this post was submitted on 26 Aug 2024
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I'm still hoping for good customer support AI. If I'm going to be connected to someone who barely speaks English and is required to follow a prewritten script, or worse plays prerecorded messages to fake being fluent, I might as well talk to an AI, especially if it means shorter hold times.
AI is a bad replacement for good customer service, but it could be an improvement over bad customer service.
Glad you posted this, b/c I now have a follow up to a previous comment where I shared this from Klarna (amongst other tidbits):
So Klarna automated L1 support, did a good job at it, and saved money. Apparently they could’ve done it early without LLMs and saved even more money.
Have you ever wanted L1 support? :)
Guess even if not it still could give reps more time to handle your queries if they’re not telling people to click “forgot my password” when they write in saying “hey I forgot my password”.
I just gave the chat bot that was put in place at the IT department where I work at a poke. It answered my question perfectly: "How do I print from my laptop to the library?" And it's not like the chat bot is the only route for support, but it does divert a lot of routine questions from our help desk so they can focus on questions that require a human touch. That could be people where a chat bot is not a good format or it could be a non-routine question.