7 ms·
I don't disagree there is a cost trade-off. I still can't help but feel there should be a solution. Of course as tech people we think "AI". I know there has be
by bArray 4y ago
I don't disagree there is a cost trade-off. I still can't help but feel there should be a solution.
Of course as tech people we think "AI". I know there has been some work on chat bots to "help" with this, but they end up in infinite loops when the topic become too complex. Still I think this is a little better than listening to queue music in the hope you get through to somebody.
When it comes to human time, cost per hour is fixed, a human can only process so many calls an hour and decision making is mentally taxing. I don't think the answer comes from trying to make these people more productive.
You can look for "cheaper humans", i.e. non-local labour, but that comes with other issues. Language barriers, working hours, etc.
There's just no nice ways out of this mess.
- asoneth 4y agoI think in the medium-term timeframe AI will handle talking with the customer as the first tier of interaction to collect the basic details of the problem and provide initial troubleshooting steps -- the kind of stuff where you can tell a rep is reading off a script. Then a more skilled human support rep will be on hand for cases where escalation is necessary. I think it'll be generations before the second tier is replaced by AI.