Technology

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.

Around my way, we have a pizza chain where they've began utilizing AI to take orders over the phone. The only screw up the AI made was that at first, before the process of taking our order down, it wanted to confirm that we live within the delivery distance, so we provided our home address and it verified that we were within range of delivery, after taking the order and repeating it back to us, including that the order will be delivered to our home address (providing the details of the home address) within a certain time range, the moment it asked us if this information is correct, we said yes and then a long pause, and it responded that it could not verify our home address.

Wat.

And because we decided to speak to a human, it apparently dumped the entire order and the person who answered our call did not have access to all the details we provided the AI.

Pretty much wasted a little over 5 minutes with the AI.

Honestly, I'll take anything over those outsourced call centers at this point. Half of those representatives barely speak English.

The telephone services i had to use in my Lifetime were so insanely bad, thats one of the few things llm could do better than an underpaid person who has no will to live anymore and got yelled at for hours. This shit needs to end.

Unless they hate it enough to ditch a business or service in great enough numbers that it costs the business more money than they save by outsourcing to a computer, people had better get used to it.

"I'm sorry you're frustrated, perhaps it's time to start a new topic.'

"I'm not going to respond to that."

"I only use my powers for good!”

Hmm, I wonder why... 🤔🤷‍♂️

The companies will profit again now with your voice being used to train AI

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

I love the idea of useful and improved AI-automations, based on the fact every site currently has a “customer service robot” that have never once helped with a resolution at all.

IMO it can eliminate a huge amount of support queries and leave the important stuff to the actual agent if done right. …with the caveat of yeah fuck AI if it’s fully instead of agents.

When I call somewhere and get a live person I ask for them to give me the machine because a machine is easier to deal with.

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.

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