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The other weird thing is, if someone is looking to have an edge in these sorts of things for their business, they should replace the AI helpdesks and automated

The other weird thing is, if someone is looking to have an edge in these sorts of things for their business, they should replace the AI helpdesks and automated emails with real, well-trained and friendly humans who will be an instant improvement, surefire hit with their customers, and cheaper on the R&D side to boot. But Google, and other companies, are spending huge amounts on bots that answer questions incorrectly, while leaving their customers without anyone to contact for critical customer support functions. We live in a weird time.

layer8 4y ago
If quality of support would raise the bottom line, support wouldn’t be so bad in everything mass market related. Unfortunately, AI will be the cheaper option to maintain a semblance of support.
- GVIrish 4y ago
  The problem is that Google makes enough money from ad business that they don't care that they may be losing out on more revenue/profits by having better support. This fundamental belief is one reason Google has a hard time making inroads in the enterprise market. In that market, support absolutely matters and the perception that Google doesn't care about it makes it easier to exclude Google altogether when considering a cloud platform or office productivity suite.
  - layer8 4y ago
    What prevents good support is scale. For example, Microsoft is very entrenched in the enterprise space, yet support is quite lacking (unless you are a very large customer, maybe).
bentcorner 4y ago
Oh, I see you've been on the receiving end of Google's poor support. It's almost as if the company is more concerned with investing in flashy AI and machine learning technologies than actually providing decent customer service. Sure, they might argue that these investments will pay off in the long term by creating a more efficient support system, but let's be real - if they can't even handle basic support requests now, what makes them think they'll be able to magically fix everything with a bunch of fancy algorithms? It's time for Google to stop ignoring their customers in favor of their shiny new toys. *written by chatgpt

layer8 4y ago

If quality of support would raise the bottom line, support wouldn’t be so bad in everything mass market related. Unfortunately, AI will be the cheaper option to maintain a semblance of support.

GVIrish 4y ago
The problem is that Google makes enough money from ad business that they don't care that they may be losing out on more revenue/profits by having better support. This fundamental belief is one reason Google has a hard time making inroads in the enterprise market. In that market, support absolutely matters and the perception that Google doesn't care about it makes it easier to exclude Google altogether when considering a cloud platform or office productivity suite.
- layer8 4y ago
  What prevents good support is scale. For example, Microsoft is very entrenched in the enterprise space, yet support is quite lacking (unless you are a very large customer, maybe).

bentcorner 4y ago

Oh, I see you've been on the receiving end of Google's poor support. It's almost as if the company is more concerned with investing in flashy AI and machine learning technologies than actually providing decent customer service. Sure, they might argue that these investments will pay off in the long term by creating a more efficient support system, but let's be real - if they can't even handle basic support requests now, what makes them think they'll be able to magically fix everything with a bunch of fancy algorithms? It's time for Google to stop ignoring their customers in favor of their shiny new toys. *written by chatgpt