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It can't possibly be worse than their actual customer support.

• superkuh 3y ago
  It is. At least with a person you know you're being understood even if they are not allowed to act on that understanding to help you. Sometimes they'll still act as actual humans and forward you to someone that is allowed to help. As opposed to getting you to hang up (their job). AI bots don't even understand, don't have empathy, and there's no hope at all. They're just there to get you to stop bothering them. A cheap way to fake having customer service without actually having to risk humans actually helping customers. It's kind of like just drafted military personel shooting above the enemy and not trying to kill. They have human morality even if they're told to do harmful things. The bots are the equivalent of a brainwashed/well trained soldier who will shoot to kill (get you to hang up as quickly as possible).
  • CommanderData 3y ago
    Very interesting. It's not traditional customer service at all without empathy and understanding. If the predefined resolution doesnt exist in the database then it's only ever going to be 1) end the conversation 2) escalate (for which there's likely to be strict KPIs and stricter conditions).