Comment on Most consumers hate the idea of AI-generated customer service

• Asifall@lemmy.world ⁨4⁩ ⁨months⁩ ago

  Yeah that’s an excellent point. Older generations still prefer phone calls but I imagine increasingly the only people who want to call will be the people who can’t fix their issue via an automated system.

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  • sugar_in_your_tea@sh.itjust.works ⁨4⁩ ⁨months⁩ ago

    Yup. I’m pretty good at avoiding talking to people, yet I’ve needed to call in a few times recently for stuff I should’ve been able to handle online:

    • report fraud
    • cancel credit card
    • report internet outage
    • buy insurance

    If they want to save money on customer support, make the customer support less necessary to get routine tasks done…

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• Womble@lemmy.world ⁨4⁩ ⁨months⁩ ago

  Because they are not trying to design an efficient system. They are trying to design a system that is as cheep as possible, put off as many customers as possible from interacting with it while not being so bad as to fall foul of regulations. A well designed website that efficiently took you to the right place to make your complaint and get money from them/make them do something would fail requirement 2.

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  • sugar_in_your_tea@sh.itjust.works ⁨4⁩ ⁨months⁩ ago

    The thing is, I rarely want money from them, I just want to provide them information to make my experience as a customer better. For example:

    • my card kept getting declined, so I wanted to help their investigation by flagging fraud
    • close a credit card - feel free to show me retention offers and whatnot, I’m more likely to accept online than over the phone
    • report an internet outrage and see whether there’s a known outage - I actually can make a report, but they’ve never followed up, so calling is the only way to make sure they actually got it; I just want to know that they know about it

    I can see a reason for the credit card thing sucking since they want to make a bad offer and keep you as a customer, but at least for me, all of the above would make me more likely to stay a customer instead of switching to a competitor (and I’ve seriously considered switching each of the above).

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