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Unfortunately, my impression is that human customer support often works just as well as a current-generation chatbot: They'll tell you what you want to hear, be
by tgsovlerkhgsel 3y ago
Unfortunately, my impression is that human customer support often works just as well as a current-generation chatbot: They'll tell you what you want to hear, because they get rated by customer satisfaction. You get the survey, indicate that your request was resolved to your satisfaction, the agent gets their bonus... and a week later you realize everything you have been told was a lie.
This got so bad that when a customer support agent at Amazon genuinely resolved my issue well once, I was surprised that it actually worked out as promised.
- Affric 3y agoReally depends on the company. Generally, for high quality on shore call centres, you do not use customer satisfaction as a metric for individual agents. You’d use first contact resolution, average handle time, and their ability to stick to the flow they’re meant to (like transferring the customer to a survey after the call). Like you say, satisfaction encourages lies. Much like sales commissions.