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It sounds like they make decisions when confronted with heaps of data. A billion searches? Sure, we can figure out what worked & what didn't. Versus a few di
by lsb 18y ago
It sounds like they make decisions when confronted with heaps of data. A billion searches? Sure, we can figure out what worked & what didn't. Versus a few dissatisfied customers, orders of magnitude too small to train models on.
Also, given that engineers have to design their services to scale well, perhaps the answer is that we just don't know how to build cheap customer service yet? Perhaps they need a Mechanical Turk like interface for CSRs.
- eli 18y agoIt's not just "dissatisfied customers." It's any customers at all. I dare you to try to get an answer from Google about how your site is indexed, or about how to accomplish something in analytics. There are several Google products where the only support option available is to post in a Google Support Group and pray that an engineer responds. It's pretty frustrating.