Technology

could have told you this considering they also hated the days of "press or say your issue now".

In other news, the sky is blue

Real people are always going to be superior when HELPING people.

Hmm, I wonder why... 🤔🤷‍♂️

Yeah it turns out that using a statistical model to handle customer service leads to a degraded customer experience, because statistical models aren't humans and lack many human attributes.

Indian customer service are already like a lower quality AI service 🤭

Tbf most consumers hate all customer service.

While I’d prefer to just speak to a human, I’d much prefer AI over the status quo of dead dumb automated systems that just keep looping through the same preset options until you get enraged and give up or mash zero

They also hate the idea of phone trees. Companies don't care unless we make them not care.

"Corporations love the idea of not paying anyone."

Would be a more useful headline. It doesn't matter what consumers want. All that matters to large corporations is what the consumer will bear.

I wonder if it would actually materialise, consisting the recent case where an airline company's AI chatbot promised a refund that didn't exist, but were expected to uphold that promise.

That risk of the bot offering something to the customer when the company would rather they not, might be too much.

It seems more likely that companies will either have someone monitoring it, and ready to cut the bot off if it goes against policy, or they'll just use a generated voice for a text interface that the client writes into, so they don't have that risk, and can pack more customers per agent at a time in.