> Instead of actually trying to create the best customer service
I've worked in high volume customer services. It's not easy for the agents doing the work or the companies operating them.
I've worked in multiple call centers dealing with calls and tickets. I've worked in companies in which I dealt with mobile phone bill queries and hardware issues right up to Cisco networking problems and then eventually enterprise grade Linux clusters at Rackspace (UK). I've spanned a pretty large spectrum of industries from a customer services perspective. I've even done customer services in the food industry.
It's HARD. Not just for you as an operator, but as a company trying to offer the service to begin with. of all of the companies I worked for, O2 (a mobile phone provider and network operator) had tens of millions of customers. We had several call centers that spanned close to ten thousand agents doing everything from calls to tickets, emails to Tweets. The call queue for that company never dropped below a constant 200-300 on hold and emails took days to even get to.
Google has approx' one BILLION customers.
What is your suggestion here?
> they are mostly trying to automate the whole process as much as possible which then causes errors like this
Damn straight automation, to a larger degree, is the answer. People don't scale at all. They can do one job at a time, for a limited amount of time, and are subject to all kinds of problems.
> Yeah I know it's terribly expensive to keep a horde of content reviewers
It cost O2 about $5/6 to answer a single call. That's the cost of the agent's time and JUST answering the call, not the cost of listening, understanding, resolving and ending the call. Humans are expensive.
I'm not saying don't use people. I'm saying automation at Google's scale is one of the few solutions available to them when it comes to dealing with the simply insane amounts of complaints they'll receive just via their YouTube platform alone.
EDIT: Apologies for being so crude in my original wording. I'm updating the comment to reflect a more professional, civil tone.