121–130 of 168 posts
For a second I thought I was going to get another King's Quest.
I'd also love to see another point-and-click KQ game in the style of KQ 5/6 - as they are two of my favorite games of all time.
Earlier quoted context omitted.
adding some context as someone who works in this space 1. most people (average, non-tech people) reach for the phone to call in for easily solvable problems. Plus, if the agent is integrated deep enough & has tools to interact with crms, you can raise the ceiling on the types of problems it can solve. You're trying to avoid the bad customer experience of human 1 reading off their script, then they transfer you to som…
1 & 2 are totally dependent on the company being willing to let their agents do things that they haven’t traditionally let humans do. For example, issue refunds, or do things that cost money but generate good will. I am skeptical that companies will be OK with their agents doing those things on their own volition. 3. Cool so the user didn’t indicate if they were satisfied. What then? 4. You can’t use a SOTA model rig…
Earlier quoted context omitted.
that's fair, most implementations in the industry are in the early stages and implementing a full powered agent with access to all the tools it needs is hard (very political as you can imagine). i hope over the next year you notice them getting better!
thanks for your insights, however, citation needed that they will get better
It's always interesting seeing how HN reacts to AI CX (as someone who works in this space). Yes, the tech savvy crowd loves to say how they always ask for a human and love old school phone trees in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language The vast majority of callers call in to resolve their issue, and most…
> Agents (if implemented well) are an order of magnitude more effective at resolving issues compared to a call centre worker who is reading off a script and churn within 9 months For this to be true, the agent needs to actually be given the means to solve the problem, otherwise an "agent" is just a glorified help page that wastes your time. But it seems like companies don't want to do this part, possibly because of f…
It's always interesting seeing how HN reacts to AI CX (as someone who works in this space). Yes, the tech savvy crowd loves to say how they always ask for a human and love old school phone trees in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language The vast majority of callers call in to resolve their issue, and most…
I review recordings from calls routed to Sierra and a few other similar systems on a regular basis for . The calls come from folks of all walks of life, not just tech folks. I’d say the vast majority of callers absolutely hate talking to these things and spend most of the call trying to get to a human, often getting frustrated and hanging up (shows up positive in the metrics, call handled without transfer!). Though I…
It's always interesting seeing how HN reacts to AI CX (as someone who works in this space). Yes, the tech savvy crowd loves to say how they always ask for a human and love old school phone trees in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language The vast majority of callers call in to resolve their issue, and most…
I went through this whole song and dance the other day with Uber. I needed to change something and the “AI helper” kept trying to force me into the lost item tree. They snipe keywords and ignore everything else. If you say “reservation” or “cancel” that’s all it works with with none of the context.
I supervised a Sierra rollout a while back. Their performance was impressive and the price was great. I suspect both will not be true in time. Their implementation is rather cumbersome, requiring implementation fees and AI configuration that is rather bespoke to Sierra. Anyone rolling off of Sierra will find there is nothing they can take with them. In general, I think CX ought to disappear as a vertical in an AI wor…
It's always interesting seeing how HN reacts to AI CX (as someone who works in this space). Yes, the tech savvy crowd loves to say how they always ask for a human and love old school phone trees in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language The vast majority of callers call in to resolve their issue, and most…
I supervised a Sierra rollout a while back. Their performance was impressive and the price was great. I suspect both will not be true in time. Their implementation is rather cumbersome, requiring implementation fees and AI configuration that is rather bespoke to Sierra. Anyone rolling off of Sierra will find there is nothing they can take with them. In general, I think CX ought to disappear as a vertical in an AI wor…
Do they actually have something or is it just a wrapper with tool calling?
It's always interesting seeing how HN reacts to AI CX (as someone who works in this space). Yes, the tech savvy crowd loves to say how they always ask for a human and love old school phone trees in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language The vast majority of callers call in to resolve their issue, and most…
> Agents (if implemented well) are an order of magnitude more effective at resolving issues compared to a call centre worker who is reading off a script and churn within 9 months For this to be true, the agent needs to actually be given the means to solve the problem, otherwise an "agent" is just a glorified help page that wastes your time. But it seems like companies don't want to do this part, possibly because of f…