Comment on Call Centers Replaced Many Doctors’ Receptionists. Now, AI Is Coming for Call Centers.
muusemuuse@lemm.ee 2 weeks ago
I do call center work for a medical insurance company and some providers are already doing this. There is one that has a bot called EVA and she’s really pushy, doesn’t understand challenges or handle being told she’s wrong, she will ask several questions but let you only answer one before moving on rather than letting you answer her completely, she’s just a disaster. In some cases she will just hang up on you can call back and do it all again. I am absolutely certain she’s going to get that provider sued eventually.
echodot@feddit.uk 2 weeks ago
Oh yeah the hanging up on you is really common. I would literally prefer a phone tree than having to talk to an AI because if what I wanted was something that would be simply explained to an AI, I would have done it myself on the website. The reason I’m calling is because I need someone with an actual brain, and in an understanding of the business, to use their brain to assist me with my somewhat complicated situation.
One time I got a credit card sent to my address that was for someone else. The letter was somehow addressed to me, but the credit card wasn’t for me and I hadn’t requested a credit card from this company. So I called the support line up and the stupid AI kept asking me for my customer ID. I told it I didn’t have a customer ID because I wasn’t a customer, and it said “thank you” and hung up on me. Fantastic.
In the end I had to call them out on Twitter in order to get in contact with a human.