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Most consumers hate the idea of AI-generated customer service
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this post was submitted on 10 Jul 2024
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If it worked for most shit and escalated to a human when it actually needed to, reliably, I'd be fine with it.
I don't believe there's a realistic chance that there's a lot of overlap between the people willing to invest to actually do it properly and the people paying for AI instead of people though.
The problem is the same as with the telephone answering trees.
If they’re used to help you get where you’re going, then they’re great. But that’s not the best financially motivated decision. Solving your problem costs the companies money. Pissing you off and convincing you that your problem shouldn’t be fixed saves money on support.
So making you go round in circles is the machine doing EXACTLY what they want it to do.
That's an additional problem.
But the bigger problem is that it's not actually possible to do a good job without genuine meaningful investment in building out the tooling properly.
That’s just it….. they are building it out properly, their goal is just not what you think it is.