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I do not think it is fair to use AI in support call centers as an example. These call centers are not there to help customers (cancel subscription, refund, cha
by tlogan 3y ago
I do not think it is fair to use AI in support call centers as an example.
These call centers are not there to help customers (cancel subscription, refund, change something, etc.) and AI is perfectly tuned for that. Or at least they have procedures and AI is perfectly train to follow these.
In other words, AI in support centers is designed and works to follow companies procedures and rules—which may not always align with customer expectations.
- manicennui 3y agoSo is a simple form on a website in most cases. It would also be cheaper for the company and less frustrating for the customer. No one wants this "AI" chatbot bullshit except for companies selling "AI".
- tlogan 3y agoOr that customer wanting to cancel spend hours talking to the bot so they finally give up and hopefully forget. Having a simple form to cancel/refund/change/lost item/sent to wrong address/etc. is easier way to do and handle. But companies do not want that so … chatbot to rescue.