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And when I finally get a phone number, I'm first required to listen to minutes of a recorded voice telling me that I can also find X or do Y on the website. Or
by berkes 3y ago
And when I finally get a phone number, I'm first required to listen to minutes of a recorded voice telling me that I can also find X or do Y on the website. Or that it's exceptionally busy now and I'd be better helped sending an email or whatnot.
- thoughtpeddler 3y agoThis is to me the actual opportunity of deploying LLMs in customer service at scale. If done right, you won't need to wait through those endless phone trees.
- Freak_NL 3y agoAnd let's not forget the obligatory message that this conversation will be recorded for possible evaluation. Yeah that 'Did you know that most of X can be done on our website at double-you-double-you-doub…' message when you just spent a small part of your life trying to get a chatbot to give up the phone number for support is really high up there in the list of things that piss me off. Also high on the list: the inevitable request to state your question for the phonebot to direct your call to the proper meat-based representative, which will inevitably mishear, misunderstand, or misconstrue whatever it is I'm calling about.
- Thorrez 3y agoWhen waiting on the phone for a Geico agent, the recorded voice repeatedly said something along the lines of "This task can be done on the website. You can hang up now." After waiting a while I did got agent who did what I needed, unlike the website which I had already tried and it didn't work.