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Inevitable. Call centers are a $310B industry ripe for disruption.[a] This looks like a classic case of Christensen-style disruption.[b] The technology will b
by cs702 8y ago
Inevitable.
Call centers are a $310B industry ripe for disruption.[a]
This looks like a classic case of Christensen-style disruption.[b] The technology will be used at first only for calls that are easy to handle, but over time will be used to replace more and more human beings handling increasingly more difficult calls.
Besides the cost saving, a motivation is probably that people may feel more comfortable talking to something that seems genuinely human instead of something that is evidently robotic ("press 2 for..."). It remains to be seen if this is true.
No matter what, you will still have to jump over lots of made-up hurdles to cancel your subscription.
[a] https://www.quora.com/How-many-call-centers-are-there-in-the-world https://www.quora.com/How-many-call-centers-are-there-in-the...
[b] https://en.wikipedia.org/wiki/Disruptive_innovation https://en.wikipedia.org/wiki/Disruptive_innovation
- at-fates-hands 8y ago>> but over time will be used to replace more and more human beings handling increasingly more difficult calls. While this is the natural progression, I could easily see people being turned off by the service, or the service struggling to handle more complex tasks. I would imagine learning all the nuances of a language (slang, dialects, accents) would pose a significant barrier to this.
- forgottenpass 8y ago>people may feel more comfortable talking to something that seems genuinely human instead of something that is evidently robotic ("press 2 for...") People probably do feel more comfortable when they think they're talking to a person. But will they appreciate being forced to talk to a robot designed to reap the benefits of a human-like interaction from the caller while providing none of the same to the caller?