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so that service reps can point out this kind of immoral behavior if and when management imposes it. Often times, service reps are kept out of this loop. "Prob
by jqpabc123 1y ago
so that service reps can point out this kind of immoral behavior if and when management imposes it.
Often times, service reps are kept out of this loop. "Problem" callers are identified and dropped by software before they ever reach a human.
- bediger4000 1y agoThank you, interesting note! 2005-2015 or so, I answered every call. This was the "Rachel from cardholder services" period. I gave my name as "Edward Snowden" for a while. On one chat with a "service rep" another voice with a N. American accent commanded the rep to hang up because Snowden was "that spy". Has the identification job been lost to AI?
- jqpabc123 1y agoHas the identification job been lost to AI? You don't need AI to identify a caller's phone number as a particular client. If the caller's number is not available, customer service isn't either (surprise!) --- but please leave your client ID and a phone number so we can return your call --- maybe. It's called CRM --- "customer relationship management".