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'Customers prefer AI chatbots,' says British Gas owner as call centre jobs axed
- chrisjj 3mo agoFull title: ‘Customers prefer AI chatbots,’ says British Gas owner as 1,300 call centre jobs axed
- onion2k 3mo agoGiven the choice of a bored call center employee who doesn't care, or who's only pretending to care, and who isn't really empowered to fix a problem versus an AI bot that can actually effect real change to fix a simple problem, of course people prefer bots. That's a false dilemma though. People would actually prefer a person who can fix the problem. However ... what people really want is a service where things work well enough that they don't need to contact customer services at all. Somehow I doubt British Gas are going to make that happen though.
- AnimalMuppet 3mo agoThis is why customers ask to talk to a supervisor - to get a human who can actually do something. But if the choice is between an AI and a human who is only allowed to follow a script, is there really much difference?
- makeyouragent 3mo ago[flagged]