But what you shouldn’t do is try to dress up adversarial policies behind a friendly customer service bot and then fire your entire support staff. That is immediately obvious and will drive people bonkers.
If a firm is so deceptive that they cant even do that, then they probably are deceptive in other ways too.
So its kind of a useful signal, ironically, for who not to do business with.
This is the key, IMHO. I have not been able to access my Coinbase account for some time due to a login issue. (No error is displayed, but a successful login returns me to the login screen). The AI driven phone agent was actually very good at working through the problem, but there was no escalation to a human after that. When the agent couldn't solve my problem, it told me to mail a physical letter describing my issue to an address on 5th Ave in NYC.
So instead of companies working on their AI support execution, I wish they would just work on their website.
Can someone give me examples of the kind of support they want from a company that could be provided by AI, but could not be better provided by a well designed app and/or site?
its surprising to HN tech crowd but a well implemented support agent gets higher reviews and successful resolutions than humans
maybe will be public soon with earnings calls? We’ll see!