this post was submitted on 10 Jul 2024
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The point of modern "customer service" is to NOT provide customer service. If you can drag out the conversation to the point where the caller rage-quits in frustration, then the company can avoid spending any money on fixing any problems they've caused.
This is how companies that don't have competition act. This is how most companies act. We need more anti-trust enforcement.
This is how companies act even if they have competition. Because the competition is doing it, too.
The worst is the "in order to free up queue space, please try your call another time. Hangs up "
I've not heard of that before. That's insane.
Gov agencies that don't like answering questions do this a lot.
Previous way for companies to cut down on customer support costs was to make a better quality product (making support interactions rarer). That is not so much the philosophy anymore.
It's also similar to scammers. When you are not quite certain if you've been scammed, you'll first ask. There's a percentage of cases where you won't bother for the sum, because you've used the energy on pinging them.
While in case of companies you could have used that energy to, say, post "X is crap" somewhere in the Web.
Depends on whether scammers will also use a similar AI system to do their job for them. If they do, they might be basically indistinguishable.