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Genuinely: Why do some people assume that AI customer service will magically have more power than human customer service reps? In my experience, human customer
by elicksaur 2y ago
Genuinely: Why do some people assume that AI customer service will magically have more power than human customer service reps?
In my experience, human customer service typically sucks because the person is highly constrained by the organization in what they can and can’t do and say.
What evidence is there that companies will give AI more discretion+power than current human employees?
- cbanek 2y agoI agree with you that AI probably won't have better than human customer reps access to systems and solutions. Then again, most customer service reps are so limited that I can easily see an AI having an equal amount of power and discretion on the things customer service reps already do. Really this would just be a push people to the next tier of support type thing in my mind.
- distances 2y agoMy view is that you need human customer service mostly for cases you can't serve with a self-service UI. And if you can't build a UI for it, you certainly can't build an AI for it. So the AI is necessarily less useful than either the human or the self-service interface. A lot of companies expect big savings from AI customer service, so where do I assume wrong here?