I’ll be honest, if AI works as promised, I’d rather deal with AI than most support staff.
I mean how many times have people flat out told me they’d do something and didn’t, lied to me, didn’t know their policy (or claimed they didn’t know) ignored the language on the website, or refused to do something, which is over turned once you get a manager or a different rep.
Add long wait times on phones, and support staff that seem to disappear on calls… I mean damn.
Yes part of this is training, support, and policies, but a big part of this is support is made to be intentionally unhelpful because they know the more support people have to go through the more likely they will just accept it and move on.
I don’t see how AI is going to solve any of that if the intended result is to make getting actual support as frustrating as possible. If anything adding AI to the mix will just make things even more frustrating–but simultaneously also harder to pin down why so it could be stopped.
AI won’t get the resolution of stuff wrong or not know how to do X. AI will be able to do almost every task faster and shouldn’t leave people on hold while they go check stuff or such.
AI will be consistent, and thus we’ll see exactly how these companies want to handle it.
My assumption is AI is a tier instead of a full replacement, instead of 100 customer service, have 10 who handle the hard problems AI didn’t solve, and AI triages/fixes the generic problems.
Half the time I call my cable company they reboot my modem and it fixes something… That should be just an automatic option. Hell the “I can’t see your modem, we are opening a ticket to find out if there’s an outage in your are” again could be done by AI, and likely faster.
Really I see AI as a tool, and yeah, companies aren’t going to use it well, and will continue to be shitty, but ultimately the problem is we need to stop doing business with shitty companies.
But following that up, we need more options, I have ONE fucking cable provider in my home, so I’m stuck with (Bag of )Cox
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I’ll be honest, if AI works as promised, I’d rather deal with AI than most support staff.
I mean how many times have people flat out told me they’d do something and didn’t, lied to me, didn’t know their policy (or claimed they didn’t know) ignored the language on the website, or refused to do something, which is over turned once you get a manager or a different rep.
Add long wait times on phones, and support staff that seem to disappear on calls… I mean damn.
Yes part of this is training, support, and policies, but a big part of this is support is made to be intentionally unhelpful because they know the more support people have to go through the more likely they will just accept it and move on.
If they can solve the honesty problem with AI maybe.
I don’t see how AI is going to solve any of that if the intended result is to make getting actual support as frustrating as possible. If anything adding AI to the mix will just make things even more frustrating–but simultaneously also harder to pin down why so it could be stopped.
AI won’t get the resolution of stuff wrong or not know how to do X. AI will be able to do almost every task faster and shouldn’t leave people on hold while they go check stuff or such.
AI will be consistent, and thus we’ll see exactly how these companies want to handle it.
My assumption is AI is a tier instead of a full replacement, instead of 100 customer service, have 10 who handle the hard problems AI didn’t solve, and AI triages/fixes the generic problems.
Half the time I call my cable company they reboot my modem and it fixes something… That should be just an automatic option. Hell the “I can’t see your modem, we are opening a ticket to find out if there’s an outage in your are” again could be done by AI, and likely faster.
Really I see AI as a tool, and yeah, companies aren’t going to use it well, and will continue to be shitty, but ultimately the problem is we need to stop doing business with shitty companies.
But following that up, we need more options, I have ONE fucking cable provider in my home, so I’m stuck with (Bag of )Cox