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.

Automated customer service is fine as long as your customers are also automated.

Companies don’t want to provide actual service for problems. That costs money. They want you to give up.

Customers hate anything that actually gets between them and someone that can actually help. Not shitty, complicated automated phone menus. Not some underpaid stooge who refuses to da anything except read from a mandatory customer service script. And not AI, which will combine both of the worst aspects of automation and scripted service along with a cheerful idiot that will spare no effort to direct you away from the nearest actual assistance.

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

Uber drivers are unphased by this.

But to be fair, most AIs surveyed thought it was great!

Hmm, I wonder why… 🤔🤷‍♂️

It is now at the point where we need to ask how they plan on handling complaints and problems. And if the answer is not correct, go somewhere else. Up till now this was never something we needed to worry about

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

I extremely hate this idea. I I already hate the automated systems that are definitely designed to make you give up just trying to talk to an actual human being. Hopefully, we can get more lawsuits around the world like the Air canada one where they are liable for any bs the ai decides to make up, along with actual laws saying the same. Hopefully, it would discourage them.

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.

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

The only good thing about is that, with most companies, if you need a refund for something under $10, it generally just gives you the refund and sets you off on your merry way.

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

“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.