To be fair, the AI was holding a gun to his head at the time.
Slow staff missed a prime opportunity to do the reverse. Would have made more sense and can you imagine the money saved?
Next, let the AI replace this asshole. After all the CEO decision making process only consists of these boolean choices:
Yes: be an asshole
No: be an even bigger asshole
As if that matters to fuckwit CEOs like this.
I’m sick and tired of every call I make to customer services being delayed by several minutes of recorded messages telling me all the things I can (and should) do on their website - and even worse having to tell some bot what I want (“get me to a human being” several times eventually works).
If I could have done/fixed it online I WOULD NOT BE CALLING!!
Frankly for many companies, that describes the human level one tech support too.
Come on guys, if someone uses “telnet” and “SMTP” correctly in a sentence, just escalate to level 3, I don’t need to reboot my machine, your mail server is really down.
More details, including the company name:
This obviously isn’t going to work, current AI chatbots aren’t good enough. But to the extent it does work, it won’t be because the AI is good, it’ll be because the companies doing it have already so thoroughly scripted and severely constrained their support staff that they’re already incapable of actually solving the problems a customer would call in with.
My most recent customer support experience was with AT&T. I wanted to order 2 phones, and ended up spending close to 12 hours across 5 days talking to customer support staff. It involved 2 escalations, you’re not allowed to talk to the people it escalates to (you have to just hope they get told the problem accurately and don’t need any additional info), and they don’t actually get back to you once they do work on it.
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