The Day We Almost Let a Bot Lose Us a Loyal Customer(cacm.acm.org) |
The Day We Almost Let a Bot Lose Us a Loyal Customer(cacm.acm.org) |
Therefore AI in customer support is always completely useless and a negative for customers and for the company.
If an action doesn't need a decision from somebody working at that company, then let your customers do it as easily as possible through an intuitive interface. Make sure that you don't lock actions behind a support wall unless needed.
A company putting AI into their support system is a company which is run by incompetence.
Sometimes it's just a matter of the web interface being so needlessly complex that it easily brakes, so I can't use it, but most of the time the company just wants the extra inconvenience in place.
I'd also rather they get an intuitive and working interface, but if not, the future may entail us using bots to talk to their bots, so we can eventually get the pertinent data into a computer.
Given that everyone has a bot front-end, how many can be bypassed by one or two secret words? Spoiler, the one I use is in this reply.
I just hate it.