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.
I would like it if it actually did something for me, (like automatically doing x, y, or z to my account on the backend based on my request) but instead it just feels like every one of the "AI-Powered" support bots is designed to try and make it as hard as possible for me to actually get anything done.
Realistically we only dislike it because it’s a half baked solution. I know that if those LLMs actually did anything useful we wouldn’t mind them. But all these LLMs do is spam the documentation, which is already on the vendor website anyway.
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.
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.
Fair point but no one wants to deal with my incessant whining, and you couldn't pay me enough to deal with it. Sometimes a scratching post is what the cat needs.
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.
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