Previous way for companies to cut down on customer support costs was to make a better quality product (making support interactions rarer). That is not so much the philosophy anymore.
Comment on Most consumers hate the idea of AI-generated customer service
NutWrench@lemmy.world 2 months ago
The point of modern “customer service” is to NOT provide customer service. If you can drag out the conversation to the point where the caller rage-quits in frustration, then the company can avoid spending any money on fixing any problems they’ve caused.
hamsterkill@lemmy.sdf.org 2 months ago
rottingleaf@lemmy.zip 2 months ago
It’s also similar to scammers. When you are not quite certain if you’ve been scammed, you’ll first ask. There’s a percentage of cases where you won’t bother for the sum, because you’ve used the energy on pinging them.
While in case of companies you could have used that energy to, say, post “X is crap” somewhere in the Web.
T156@lemmy.world 2 months ago
Depends on whether scammers will also use a similar AI system to do their job for them. If they do, they might be basivlaly indistinguishable.
Buttons@programming.dev 2 months ago
This is how companies that don’t have competition act. This is how most companies act. We need more anti-trust enforcement.
DrElementary@lemmy.world 2 months ago
This is how companies act even if they have competition. Because the competition is doing it, too.
LordCrom@lemmy.world 2 months ago
The worst is the "in order to free up queue space, please try your call another time. Hangs up "
coronach@lemmy.sdf.org 2 months ago
I’ve not heard of that before. That’s insane.
LordCrom@lemmy.world 2 months ago
Gov agencies that don’t like answering questions do this a lot.