531–540 of 608 posts
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I feel sorry for anyone that has to deal with account transfer due to end of life when working exclusively in LLM hell in your imagined world.
its not imagined, its already happening at scale in f500, the companies they work with to do this are going vertical
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Have you encountered those voicemail AI customer service representatives? Those can't route you anywhere so you're stuck talking to a robot. I was just trying to schedule my daughter's dentist appointment and had to spend 10 minutes talking to an AI when I could have found a time that worked in 30 seconds with a human. And at the end of the whole process, she got my daughter's name wrong. It was demoralizing.
I have yet to encounter a phone system that refuses to provide a human, at least within business hours. But I've encountered those online, definitely, that aggressively want to hide any way to reach a person for something that you know in advance will be outside their script.
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What is is about management where they can't see how bad and half-baked these customer service agents are, but the customer can tell INSTANTLY they're AI and just not helpful in the slightest
Goodhart's Law will always be a factor, and "the bottom line" is largely the ultimate perverse metric for Goodhart's Law. If doing something everyone hates still has a chance to increase revenue, it's still "winning" to management. Low quality "spam" tactics still reel in enough fish to be monetarily worth the "backlash" from customers that find it distasteful and or start to lose trust in the company. The "We promis…
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Have you encountered those voicemail AI customer service representatives? Those can't route you anywhere so you're stuck talking to a robot. I was just trying to schedule my daughter's dentist appointment and had to spend 10 minutes talking to an AI when I could have found a time that worked in 30 seconds with a human. And at the end of the whole process, she got my daughter's name wrong. It was demoralizing.
I have yet to encounter a phone system that refuses to provide a human, at least within business hours. But I've encountered those online, definitely, that aggressively want to hide any way to reach a person for something that you know in advance will be outside their script.
>No customer or user wakes up and says, ‘I hope I get to talk to a chat bot or an AI agent today This is so true. I led the implementation of an AI customer service agent and even though management thinks it’s a great success the metrics tell a totally different story. Our customers hated it. I haven’t seen anything in tech that is hated more. Before you think we did a bad job with our solution, I can tell you we wen…
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Its being pounded into their head almost daily (and from all directions) that AI is the future and the more AI the better. Their boss, the industry, other managers, heck probably even their children. So any big AI initiative they are apart of had succeeded before it even starts!
Yep, and there's the FOMO aspect. Especially in non-tech/non-product companies right now. Look at the age profile of owners and CEOs. Most of them were around for the dotcom era, and eventually they saw that companies that ignored the internet or didn't adapt where completely left behind. There's a real fear among the C-suite/management that this is the same thing all over again, and if they are not fast enough on th…
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I definitely prefer phone trees the ai agents. Something that has never made sense to me is why we even need most of the phone trees. Could they not just have separate numbers? Billing is X num. CS is Y num. Save the human species minutes for every fucking call. I realize the decision makers have been prioritizing the opposite. Making calls take as long as possible but I have no idea what is incentivizing them to do…
They're just filters to see if you actually need help. "They're willing to sit here for 4 minutes listening to prompts and hitting buttons, they must need help" because as we all know, in most cases it doesn't matter which sequence of numbers you press, the same person is going to answer the phone, or same group of people.
>No customer or user wakes up and says, ‘I hope I get to talk to a chat bot or an AI agent today This is so true. I led the implementation of an AI customer service agent and even though management thinks it’s a great success the metrics tell a totally different story. Our customers hated it. I haven’t seen anything in tech that is hated more. Before you think we did a bad job with our solution, I can tell you we wen…
What is is about management where they can't see how bad and half-baked these customer service agents are, but the customer can tell INSTANTLY they're AI and just not helpful in the slightest