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Half of companies planning to replace customer service with AI are reversing course (www.techspot.com)
submitted 1 year ago by to c/technology@lemmy.world
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[–] 7 points 1 year ago (1 child)

You don't need "ai" to do any of that. That is something we've been able to do for a long time. Whether or not call centers or help desks implemented a digital assistant is a different story.

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  • [–] 3 points 1 year ago* (1 child)

    I disagree. the current IVR systems in place that only take a few valid voice prompts are insufficient for more advanced queries. I think transferring it to more of an AI style setup like how the chat bots were, but having it handle transferring to the proper area instead of doing everything is a much needed improvement.

    I don't disagree with the statement that companies haven't implemented the right tech for their support though

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  • [–] 4 points 1 year ago

    My counter is that if the question I ask the chat bot is too complicated to answer, then it should be redirected to a person that can.

    Whenever I'm thinking of examples where I interface with these bots, it's usually because my internet is down or some other service. After the most basic of prompts, I expect actual customer service, not being pawned off in something else.

    It really is a deal breaker in many cases for me. If I were to call in somewhere as a prospective customer, and if I were addressed my a computer, I will not do business there. It tells me everything I need to know about how a company views it's customers.

    I do think "AI" as an internal tool for a lot of businesses makes sense in a lot of applications. Perhaps internal first contact for customer service or in code development as something that can work as a powerful linter or something that can generate robust unit testing. I feel it should almost never be customer facing.

    I mainly disagree with you out of spite for AI, not because I disagree with the ideal vision that you have on the topic. It hasn't been super mainstream long enough for me to be burned as many times as I have been, and the marketing makes me want to do bad things.

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