It’s wild how many good uses of this tech there are, and how it’s mostly implemented in asinine ways, instead. It’s great for brainstorming. Not so great for customer fucking service.
AI is taking customer service jobs by storm because 80% of the tasks they do are answering the same questions over and over for Grandma who can’t remember how to turn on the TeeVee.
The problem is when you’re part of the 20% who has an issue that isn’t solved by the basic help steps. It’s so damn frustrating to tell an AI multiple times that you need isn’t covered by the basic steps
I’m pretty sure the models are trained primarily by the help docs, rather than previous support incidents, which would explain the extreme insistence on performing basic support steps repeatedly
It’s wild how many good uses of this tech there are, and how it’s mostly implemented in asinine ways, instead. It’s great for brainstorming. Not so great for customer fucking service.
AI is taking customer service jobs by storm because 80% of the tasks they do are answering the same questions over and over for Grandma who can’t remember how to turn on the TeeVee.
The problem is when you’re part of the 20% who has an issue that isn’t solved by the basic help steps. It’s so damn frustrating to tell an AI multiple times that you need isn’t covered by the basic steps
I’m pretty sure the models are trained primarily by the help docs, rather than previous support incidents, which would explain the extreme insistence on performing basic support steps repeatedly
I guess that’s true. Customer service has almost never been able to actually help me, even before.
If you get to a human who cares, they often can, but it’s even harder now that AI is in the picture.