Comment by blackhaz
2 days ago
Sure. First line tech support as well. In many situations customers will get vastly superior service if AI agent answers the call.
At least in my personal case, struggling with renewal at Virgin Broadband, multiple humans wasted probably an hour of everyone's time overall on the phone bouncing me around departments, unable to comprehend my request, trying to upsell and pitch irrelevant services, applying contextually inappropriate talking scripts while never approaching what I was asking them in the first place. Giving up on those brainless meat bags and engaging with their chat bot, I was able to resolve what I needed in 10 minutes.
Its strange you have to write this.
In India most of the banks now have apps that do nearly all the banking you can do by visiting a branch personally. To that extent this future is already here.
When I had to close my loan and had to visit a branch nearly a few times, the manager tells me, significant portion of his people's time now goes into actual banking- which according to him was selling products(fixed deposits, insurances, credit cards) and not customer support(which the bank thinks is not its job and has to because there is no other alternative to it currently).
> Sure. First line tech support as well. In many situations customers will get vastly superior service if AI agent answers the call.
In IT, if at a minimum, AI would triage the problem intelligently (and not sound like a bot while doing it), that would save my more expensive engineers a lot more time.
This is mostly because CS folks are given such sales and retention targets; and while I’ve never encountered a helpful support bot even in the age of LLMs, I presume in your case the company management was just happy to have a support bot talking to people without said metrics.
“brainless meat bags” have you ever thought they are instructed to do so to achieve product selling quotas?
Anyone who blindly follows orders is a brainless meat bag too.
Again, you assume those people have choice, you definitely should search more how people on these jobs are pressured to reach quotas and are abused in many ways. A simple search on Reddit you can see plenty of reports about it:
https://www.reddit.com/r/callcentres/comments/1iiqbxh/the_re...
Abuses done by customers: https://www.bbc.com/news/business-59577351
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