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Earlier quoted context omitted.
…why? What would the appropriate multiple between them be?
I can't answer that because it's irrational anyway. I don't know, how many millions of people work in support? Because the assumption that all those jobs will disappear is what is holding up the public valuations
For years I always felt if I got a human on the other end I could understand that a company valued me as a customer enough to provide fantastic support. I could still understand the trade-off if I called and got someone barely-understandable, as long as they can still solve my issue. AI support agents tend to just make up reasons they can’t help you or you’re holding it wrong, or they are only able to do things the U…
I've gotten two refunds I wasn't even sure I'd be eligible for without any hitches or issues through entirely AI support bots. As with many things it's always a matter of how it's implemented.
How does salesforce have that much to spend? Like they are big, but this is a lot of money.
For years I always felt if I got a human on the other end I could understand that a company valued me as a customer enough to provide fantastic support. I could still understand the trade-off if I called and got someone barely-understandable, as long as they can still solve my issue. AI support agents tend to just make up reasons they can’t help you or you’re holding it wrong, or they are only able to do things the U…
Whereas human "agents" are more easily coerced into sticking to the script.
For years I always felt if I got a human on the other end I could understand that a company valued me as a customer enough to provide fantastic support. I could still understand the trade-off if I called and got someone barely-understandable, as long as they can still solve my issue. AI support agents tend to just make up reasons they can’t help you or you’re holding it wrong, or they are only able to do things the U…
I like the idea I read somewhere that AI text and agents break the social contract of communication. That if you can’t be fucked to write something yourself to me, then I shouldn’t bother to read it. However, in the case of support agents. If it worked, and it was painless that would be something. For example… On the company side, if it could reduce human support to the customers that actually need support, that’s co…
The real kick in the pants these days is spending a lot of money on something and trying to contact customer support over delivery or warranty issues. I'm convinced they just want you to give up and keep the sale (and lose a customer?) over ever resolving an issue. Or there's some internal metric that they're tracking that looks great and no one has ever actually used the system themselves.
For years I always felt if I got a human on the other end I could understand that a company valued me as a customer enough to provide fantastic support. I could still understand the trade-off if I called and got someone barely-understandable, as long as they can still solve my issue. AI support agents tend to just make up reasons they can’t help you or you’re holding it wrong, or they are only able to do things the U…
I would say this means the problem you are having isn’t documented by the company then. AI help agents are just fancy documentation search engines. If it’s documented someplace they do well, if not they try to help but ultimately can’t. I’ll note this failure mode generally applies on tier 1/2 support with humans as well.
Huge congrats to the intercom team on that! Intercom was pretty great for me during my Percy support years. Their current AI direction is rough, though. When I went to use them for my product I was (am?) building, I found intercom unrecognizable with the entire ai pivot. Honestly made me sad but that’s how it is these days
Huge congrats to the intercom team on that! Intercom was pretty great for me during my Percy support years. Their current AI direction is rough, though. When I went to use them for my product I was (am?) building, I found intercom unrecognizable with the entire ai pivot. Honestly made me sad but that’s how it is these days
For years I always felt if I got a human on the other end I could understand that a company valued me as a customer enough to provide fantastic support. I could still understand the trade-off if I called and got someone barely-understandable, as long as they can still solve my issue. AI support agents tend to just make up reasons they can’t help you or you’re holding it wrong, or they are only able to do things the U…