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Like anyone else I am also annoyed by customer service experience over the phone. However if you're on the other side of CS calls you'll notice so many calls th

Like anyone else I am also annoyed by customer service experience over the phone. However if you're on the other side of CS calls you'll notice so many calls that are for simple things that the user could easily do online. Those trivial calls takes the time from CS representatives to address more important queries. If AI CS is done right, it would be mostly a filter for helping human CS folks only deal with real issues rather than "how do I log into my account? I'm on your blog page..."

hdgvhicv 1y ago
My ISP is xkcd806 compatible, although I’ve never had to invoke it. If the AI had a similar mode that would be reasonable.
- pogue 1y ago
  I had a similar issue talking to AT&T recently. I should have asked for someone with a stuffed penguin on their desk... https://xkcd.com/806/ https://xkcd.com/806/
1dom 1y ago
> If AI CS is done right, it would be mostly a filter for helping human CS folks only deal with real issues rather than "how do I log into my account? I'm on your blog page..." You're right, but AI isn't needed to do this - just a competent call centre manager who watches the analytic and has control of the menus and messages. The "real issues" that remain after the easy ones are filtered out probably aren't the issues any company would want to leave to AI anyway.
cookiengineer 1y ago
The solution to that problem is for an ISP or provider to have a better website with, attention now, less marketing spam that confuses their customers. If the website had a clear priority on discoverable FAQs that wouldn't be an issue. But most of the time these types of websites don't care about these issues and tutorials on how to use their systems and services, at all. Throwing an LLM onto a problem like this, which requires a good knowledgebase to begin with, is just a plain stupid idea. It will make things much worse, not better.
- XenophileJKO 1y ago
  You would like to think so.. but you are already on one side of the bell curve. I ran an isp in the 90's. Literally "have you checked if the computer is plugged in" is a conversation I have had. It isn't because of "marketing".

hdgvhicv 1y ago

My ISP is xkcd806 compatible, although I’ve never had to invoke it. If the AI had a similar mode that would be reasonable.

pogue 1y ago
I had a similar issue talking to AT&T recently. I should have asked for someone with a stuffed penguin on their desk... https://xkcd.com/806/ https://xkcd.com/806/

1dom 1y ago

> If AI CS is done right, it would be mostly a filter for helping human CS folks only deal with real issues rather than "how do I log into my account? I'm on your blog page..." You're right, but AI isn't needed to do this - just a competent call centre manager who watches the analytic and has control of the menus and messages. The "real issues" that remain after the easy ones are filtered out probably aren't the issues any company would want to leave to AI anyway.

cookiengineer 1y ago

The solution to that problem is for an ISP or provider to have a better website with, attention now, less marketing spam that confuses their customers. If the website had a clear priority on discoverable FAQs that wouldn't be an issue. But most of the time these types of websites don't care about these issues and tutorials on how to use their systems and services, at all. Throwing an LLM onto a problem like this, which requires a good knowledgebase to begin with, is just a plain stupid idea. It will make things much worse, not better.

XenophileJKO 1y ago
You would like to think so.. but you are already on one side of the bell curve. I ran an isp in the 90's. Literally "have you checked if the computer is plugged in" is a conversation I have had. It isn't because of "marketing".