21–30 of 200 posts
AI Chatbots have been outperforming human agents in every category imaginable. Why wouldn't you want to talk to an AI agent until it can't help you and routes you to a human?
Human wait times have always been insane, upwards of 30 minutes for any service i've used, why not just talk to an AI NOW until a human can come online?
If they pass the quiz, assume the user knows what they're talking about and that the problem won't be solved by router/WiFi restart (or whatever simple solution they have in the book). Instead just connect directly to specialized technical support.
The general trend of insulating the human customer away from human customer service is just a horrible thing that keeps spreading. It was bad enough outsourcing customer support to overseas agents who have their hands tied to only read from a script and generally do nothing, and now we're just talking to computers that can generally do nothing. The message is the same: we don't actually care about our customers. I ow…
A law is being debated in my EU country where companies can't put customers on hold more than 10 minutes before reaching an actual human for support. I hope it passes and that it spreads across the union and also applies to tech companies as well.
A few things stand out to me here. * Most notably, the ai bot is repeating itself and serving very standard looking messages. I don't think this is an "AI" chatbot in the sense of an LLM. It's just a dialogue tree with some parsing. * The author's communication is... bad. Don't say "connect to support rep". Say "talk to human". * It's very silly to state the following to a dumb chat bot: > Hello! I just received and…
And it's not like customer service of the same service providers without this tech was appreciated by people before these chatbots. I kind of imagine someone like OP bashing the human as well for incompetence if there wasn't a chatbot.
I work for a company [0] in this space. The fundamental problem is that a lot of customers will reach out on operationally expensive channels (chat, calls) about questions that are easily answered from a FAQ, knowledge base or on the website. In-chat article lookups or AI chat bots with ability to offer some information are trying to divert otherwise unnecessary requests. I do think AI chatbots are part of the future…
I agree it can be good, but it needs to take into account "exceptional" scenarios. e.g. Recently moved and got ATT fiber, got the setup package and set it all up... Nothing. No connection to the fiber. Go outside, see the literally severed fiber strand outside my home where it ran into the living room. Took over an hour of support calls to schedule the technician out. Had me step through all the "turn it off and on a…
The general trend of insulating the human customer away from human customer service is just a horrible thing that keeps spreading. It was bad enough outsourcing customer support to overseas agents who have their hands tied to only read from a script and generally do nothing, and now we're just talking to computers that can generally do nothing. The message is the same: we don't actually care about our customers. I ow…
We are in the beginning days here. I expect chatbot advances to similarly start with a lesser customer experience but to eclipse human service in the next decade or so.
We’ll all see, I guess :)
The general trend of insulating the human customer away from human customer service is just a horrible thing that keeps spreading. It was bad enough outsourcing customer support to overseas agents who have their hands tied to only read from a script and generally do nothing, and now we're just talking to computers that can generally do nothing. The message is the same: we don't actually care about our customers. I ow…
If you pay enough money, you usually can get good customer service, but you might pay a lot.
There's only a handful of contexts I want a chatbot, and only a handful of places I trust to build a reasonable unobtrusive user interface.
I will say recently my Fidelity chatbot was able to change the default core allocation of my cash management account to SPAXX money market account to get ~5% interest. I was impressed I could do that with a chat bot because finding how to do it on the website was difficult and it saved me a call with a live human. Other than that my experiences with AI chatbots has been pretty dismal. An expensive version of infuriat…
> it saved me a call with a live human Because you prefer interacting with a machine, or because you feel like the live human should do better things?