Half of companies planning to replace customer service with AI are reversing course
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Then they're smart. The technology is just not there yet.
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I will note that AI customer service could be an improvement. Customer service helpline jobs are one of the worst jobs to get paid peanuts to do.
Of course, my preference is to upgrade the crap voice recognition system with an AI voice recognition system, which is way better at understanding words. The help desk jockeys can stay, as they do the real work.
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My company gets a lot of incoming chats from customers (and potential customers)
The challenge of this side of the business is 98% of the questions asked over chat are already answered on the very website that person started the chat from. Like it's all written right there!
So real human chat agents are reduced to copy paste monkeys in most interactions.
But here's the rub. The people asking the questions fit into one of two groups: not smart or patient enough to read (unfortunate waste of our resources) or they are checking whether our business has real humans and is responsive before they buy.
It's that latter group for whom we must keep red blooded, educated and service minded humans on the job to respond, and this is where small companies can really kick ass next to behemoths like google who bring in over $1m per employee but still can't seem to afford a phone line to support your account with them.
Replace all the customer facing employees with chimpanzees with webcams that say in sign language: read what's on the website. Whenever someone calls in or opens a chat, they're connected with a chimp. Be sure to also include a guide to ASL on the company website. I guarantee sales will go up
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Goood thing there is no AGI
It's looking like less than 2 yrs from some reputable accounts. May not need to worry about climate change and global autocracy
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Well yeah, when ai started to give people info so wrong it cost the companies money this was going to happen.
They fought him over ~700CAD. Thats wild.
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Yeah, I always found it weird how chatbots were basically a less efficient and less reliable way to access data that's already on the website but all the companies were racing to get one. People kept telling me that I'm in the minority in being able to find information on a webpage, but I suspect the sort of people who are too dumb to do that aren't going to have much better luck dealing with the quirks and eccentricies of a chatbot either.
Most of the time when I talk to a chat bot it's because I need to contact support for an issue only support can help me with, but unfortunately the company in question is Id.me and they apparently don't have support of any kind and all these tickets I've been writing have been going into a paper shredder
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They fought him over ~700CAD. Thats wild.
They did the same for me when my mother passed (no AI, just assholes though).
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Goood thing there is no AGI
And if Roger Penrose is right, there never will be
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It's looking like less than 2 yrs from some reputable accounts. May not need to worry about climate change and global autocracy
[Citation Needed]
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Some of them should have bankrupted before that happened.
Bankruptcy for a company isn't a thing anymore, it's exclusively for people who get cancer now
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Can we get our customer service off of "X former know as Twitter" too while we're at it?
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I will note that AI customer service could be an improvement. Customer service helpline jobs are one of the worst jobs to get paid peanuts to do.
Of course, my preference is to upgrade the crap voice recognition system with an AI voice recognition system, which is way better at understanding words. The help desk jockeys can stay, as they do the real work.
Yeah, it could be, but these guys aren't looking to replace human workers with a robust, well-trained, and properly-deployed AI, they're looking to slash and burn their labor costs with whatever they think will squeak by.
I've used Amazon's AI live chat bots a fair bit over the years and I have to say they're actually pretty good. 90% of the time they can resolve the issue themselves (at least in my experience) and faster than it would take to connect to a person. But most people don't have Amazon's budget or customer service-oriented business model.
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That can be accomplished with basic if-else decision tree. You don't need the massive resource sink that is AI
Plus the halucination risk.
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The transition to an AI-focused business world is proving to be far more challenging than initially anticipated.
No shit, Sherlock.
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In the case of Air Canada, the thing the chatbot promised was actually pretty reasonable on its own terms, which is both why the customer believed it and why the judge said they had to honour it. I don't think it would have gone the same way if the bot offered to sell them a Boeing 777 for $10.
Someone already tried.
A television commercial for the loyalty program displayed the commercial's protagonist flying to school in a McDonnell Douglas AV-8B Harrier II vertical take off jet aircraft, valued at $37.4 million at the time, which could be redeemed for 7,000,000 Pepsi Points. The plaintiff, John Leonard, discovered these could be directly purchased from Pepsi at 10¢ per point. Leonard delivered a check for $700,008.50 to PepsiCo, attempting to purchase the jet.
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They did the same for me when my mother passed (no AI, just assholes though).
Very true. Air Canada doesn’t need AI to be terrible.
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The transition to an AI-focused business world is proving to be far more challenging than initially anticipated.
No shit, Sherlock.
Phone menu trees have their place, they can improve customer service - if they are implemented well, meaning: sparingly - just where they work well.
Same for AI, a simple: "would you like to try our AI common answers service while you wait for your customer service rep to become available, you won't lose your place in line?" can dramatically improve efficiency and effectiveness.
Of course, there's no substitute for having people who actually respond. I'm dealing with a business right now that seems to check their e-mails and answer their phones about once per month - that's approaching criminal negligence, or at least grounds for a CC charge-back.
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Someone already tried.
A television commercial for the loyalty program displayed the commercial's protagonist flying to school in a McDonnell Douglas AV-8B Harrier II vertical take off jet aircraft, valued at $37.4 million at the time, which could be redeemed for 7,000,000 Pepsi Points. The plaintiff, John Leonard, discovered these could be directly purchased from Pepsi at 10¢ per point. Leonard delivered a check for $700,008.50 to PepsiCo, attempting to purchase the jet.
What a cucked judgement. I would have ruled for the plaintiff, with prejudice
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Can we get our customer service off of "X former know as Twitter" too while we're at it?
Sure, once it is no longer one of the most popular social media platforms.
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Sure, once it is no longer one of the most popular social media platforms.
Why does your customer service need to be on a popular platform? There's no network effect.
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