Automated customer service is fine as long as your customers are also automated.
this post was submitted on 10 Jul 2024
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An exceptionally well trained AI customer service has the potential to be amazing.
I only call or try to chat/email with customer service if something has gone way wrong - like outside the typical customer service capability of assistance.
If an AI can realize that my problem is human worthy and escalate it faster, that would save me time in the chat queue talking with someone who barely knows my native language.
Alas, AIs will be poorly trained, so the bad-english CS reps will still be right behind the AI interface waiting for me.
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Anyone who ever tried to solve any problem and gets stupid responses on ai chat instead of making it easy to reach a real person that can solve it in seconds knows the pain.
Give it a few years of us shoving this down their throat and they'll be stockholm syndromed into loving it!
-- Large Corporate CEOs, probably
Y'all do understand that customer service is not there for the "service" part ;)
Indian customer service are already like a lower quality AI service 🤭
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Real people are always going to be superior when HELPING people.
I would like it if it actually did something for me, (like automatically doing x, y, or z to my account on the backend based on my request) but instead it just feels like every one of the "AI-Powered" support bots is designed to try and make it as hard as possible for me to actually get anything done.