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I would feel deceived if I were a customer of any company or office that uses this. If I take the trouble to call by phone, it's because I want to speak with a

by 101008 3y ago

I would feel deceived if I were a customer of any company or office that uses this. If I take the trouble to call by phone, it's because I want to speak with a person. If I wanted to talk to a machine, I would send an email, talk to a chatbot, or even try to communicate with the company through social media. Calling by phone implies that I am investing time and effort, and I expect the same from the other side.

ywj7931 3y ago
Personally speaking, when I called the DMV and was asked to wait for 40 minutes, if an AI can help me solve that problem, I wouldn't mind. But I definitely understand that different people have different expectations.
AustinZzx 3y ago
Totally understandable that most people would want to chat with a human agent (I sometimes share the same feeling). However, I do think that a major reason for that is voice bots were bad before and could not understand and get things done, and felt like waste of time. With advancements in voice AI and LLM, I'm confident that there would be more use cases where talking to a voice bot is not a bad experience.
- vages 3y ago
  No. LLMs are worse for customer experience than their predecessors: LLMs confabulate, and their language is so smooth that you often need expertise to catch them in it. People call customer service because they don’t know what to do. It would be better for most customers to talk to a bot that they can catch making a mistake. Recent example: https://bc.ctvnews.ca/air-canada-s-chatbot-gave-a-b-c-man-the-wrong-information-now-the-airline-has-to-pay-for-the-mistake-1.6769454 https://bc.ctvnews.ca/air-canada-s-chatbot-gave-a-b-c-man-th...
  - AustinZzx 3y ago
    Yes, I agree there are problems with LLM (hallucinations, persona, etc), and that's exciting because that means room for improvement and opportunities. I know many people who are working hard in that field trying to make LLM converse better. For example - "hallucinations / LLMs confabulate": techniques like RAG can help - "Language is so smooth that you often need the expertise to catch them in it", fine-tuning and prompt engineering can help
jp42 3y ago
Personally I think if bot can get things done, then I wont mind. I just hope these bot don't repeat same things and don't get something done
monkeydust 3y ago
Its a good point and one the bot industry has not really figured out, forget voice bot but talking about those annoying ones telecom companies throw up. My immediate reaction when I get a bot is to throw in a bunch of garbage to get routed to human as fast as possible. When they get better, perhaps I might change my behaviour.
aik 3y ago
Completely disagree. You’re not making a phone call in most cases for entertainment purposes. If the options are wait in line for 20 minutes or speak to an actually useful bot, I would take the latter in 100% of cases.
stevofolife 3y ago
I much rather talk to an AI bot than waiting on the line for a human for 50 minutes.

by 101008 3y ago

ywj7931 3y ago

Personally speaking, when I called the DMV and was asked to wait for 40 minutes, if an AI can help me solve that problem, I wouldn't mind. But I definitely understand that different people have different expectations.

AustinZzx 3y ago

Totally understandable that most people would want to chat with a human agent (I sometimes share the same feeling). However, I do think that a major reason for that is voice bots were bad before and could not understand and get things done, and felt like waste of time. With advancements in voice AI and LLM, I'm confident that there would be more use cases where talking to a voice bot is not a bad experience.

vages 3y ago
No. LLMs are worse for customer experience than their predecessors: LLMs confabulate, and their language is so smooth that you often need expertise to catch them in it. People call customer service because they don’t know what to do. It would be better for most customers to talk to a bot that they can catch making a mistake. Recent example: https://bc.ctvnews.ca/air-canada-s-chatbot-gave-a-b-c-man-the-wrong-information-now-the-airline-has-to-pay-for-the-mistake-1.6769454 https://bc.ctvnews.ca/air-canada-s-chatbot-gave-a-b-c-man-th...
- AustinZzx 3y ago
  Yes, I agree there are problems with LLM (hallucinations, persona, etc), and that's exciting because that means room for improvement and opportunities. I know many people who are working hard in that field trying to make LLM converse better. For example - "hallucinations / LLMs confabulate": techniques like RAG can help - "Language is so smooth that you often need the expertise to catch them in it", fine-tuning and prompt engineering can help

jp42 3y ago

Personally I think if bot can get things done, then I wont mind. I just hope these bot don't repeat same things and don't get something done

monkeydust 3y ago

Its a good point and one the bot industry has not really figured out, forget voice bot but talking about those annoying ones telecom companies throw up. My immediate reaction when I get a bot is to throw in a bunch of garbage to get routed to human as fast as possible. When they get better, perhaps I might change my behaviour.

aik 3y ago

Completely disagree. You’re not making a phone call in most cases for entertainment purposes. If the options are wait in line for 20 minutes or speak to an actually useful bot, I would take the latter in 100% of cases.

stevofolife 3y ago

I much rather talk to an AI bot than waiting on the line for a human for 50 minutes.