On top of that, consumers dislike dealing with AI in customer service settings, and most say they’d likely choose a competitor that doesn’t use AI.
I’m surprised this is news. Automated phone menus have been common for decades. If an automated system could solve your problem, then you would have used the website and not had to wait. The only reason to call is if you need a human to help.
Now they’re offering the same thing, except you can’t just type 123whatever to get back to where you were.
I’m surprised this is news. Automated phone menus have been common for decades. If an automated system could solve your problem, then you would have used the website and not had to wait. The only reason to call is if you need a human to help.
Now they’re offering the same thing, except you can’t just type 123whatever to get back to where you were.
The thing is that customers wouldn’t dislike dealing with AI in customer service if it actually worked.
It is like a self-service checkout. There is no problem with it, unless an item doesn’t want to scan, or an error appears where an employee is needed.
I wonder if it’ll be just like those self service checkouts — literally no improvements for 20 years.