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I work for a company [0] in this space. The fundamental problem is that a lot of customers will reach out on operationally expensive channels (chat, calls) abo
by veesahni 2y ago
I work for a company [0] in this space.
The fundamental problem is that a lot of customers will reach out on operationally expensive channels (chat, calls) about questions that are easily answered from a FAQ, knowledge base or on the website.
In-chat article lookups or AI chat bots with ability to offer some information are trying to divert otherwise unnecessary requests.
I do think AI chatbots are part of the future. Those powered by an LLM would do a better job than your example.
0: https://www.enchant.com https://www.enchant.com
- wasteduniverse 2y ago[dead]
- bearjaws 2y agoI agree it can be good, but it needs to take into account "exceptional" scenarios. e.g. Recently moved and got ATT fiber, got the setup package and set it all up... Nothing. No connection to the fiber. Go outside, see the literally severed fiber strand outside my home where it ran into the living room. Took over an hour of support calls to schedule the technician out. Had me step through all the "turn it off and on again steps". Then they called me 5x the day before to try and "trouble shoot" the issue with a call center agent. Each time I had to tell them, its physically broken, there will not be a fix over the phone. It seemed as if the fact I was a first time setup made them completely forget that something could actually be wrong. All their automation said it was my fault.
- deleted 2y ago[deleted]
- Workaccount2 2y agoYou'd be surprised (or maybe not) at how many people will go outside their home, see whatever random cable/wire within eyesight that looks "weird" and become convinced to the core of their being that that cable is the reason netflix is blurry.