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I don't think any normal customer is going to want to talk to AI, once the novelty wears off. It's going to be "Let me talk to your supervisor" almost every tim
by Exoristos 1y ago
I don't think any normal customer is going to want to talk to AI, once the novelty wears off. It's going to be "Let me talk to your supervisor" almost every time.
- jgilias 1y agoOh, but there’s something called “containment” that you measure and optimize on your chatbots.
- abalashov 1y agoMaybe. It all depends on whether the AI can actually solve your problem.
- danielbln 1y agoYeah, if the AI isn't shite and has access to tools to solve my problem, I'll take it over some overworked and undermotivated human call center any day.
- itsafarqueue 1y agoThat’s just like, your opinion man.
- sensanaty 1y agoCo I work for creates customer support software, so naturally we have some AI solution available to people. A lot of our customers (aka businesses deploying our customer support software for their customers) are telling us people fucking hate dealing with AI in literally any capacity, even if some of the stuff we offer actually works quite good (FAQ bots, bots that redirect to the proper channels/teams and stuff like that). The C-suite at my company have had to go back on some of their OKRs of late, because after an initial huge bump of AI usage, clients are starting to kill off the AI tooling and our usage numbers are dwindling because their customers hate it. I get to see some of the chats people have with the AI systems, and people will straight up say slurs in chats because they know it's the quickest way of escalating to an actual human lol. People really don't like this crap, but of course CEOs and their ilk are usually psychopaths so they don't really give a shit if it means they can save 5 cents per user.