I dislike the fact even more then the idea.
Called a bank recently.
They: "please say in a word the subject your call is about so we can immediately connect you to the right department "
Me: “LOAN”
They: you said “limits on your cards”, 1 for yes 2 for no
I tried 3 times, gave up. They won, I guess.
conciselyverbose@sh.itjust.works 3 months ago
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.
ArbiterXero@lemmy.world 3 months ago
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.
conciselyverbose@sh.itjust.works 3 months ago
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.
MeatsOfRage@lemmy.world 3 months ago
I get one of those meal kit delivery services. Every few weeks I’ll go to their AI customer support and ask for cancellation and it’ll give me discounts on upcoming orders. I keep the service at about 40% off at all times. Also when there’s a problem with the order the chat bot just tosses me a discount. Cases like this are perfect for AI customer service.
DessertStorms@lemmy.blahaj.zone 3 months ago
Except they’re selling you the kit at waaaay over cost in the first place, so they’re still making money off of you. I promise you they are aware of the “glitch”, and are not ignoring it out of the kindness of their hearts.
(not criticising you for using the service, if it works for you go for it and get those discounts, but don’t let them manipulate you in to thinking you’ve got one over on them, they 100% account for this kind of thing and are still making money)
sugar_in_your_tea@sh.itjust.works 3 months ago
And it’s quite possible that it’s cheaper for them to give those discounts since they’re not employing as many humans. Humans are expensive.
snooggums@midwest.social 3 months ago
Dropping pricing down to a reasonable amount by making you jump through hoops instead of pricing it fairly in the first place?
That is like praising someone for stabbing you instead of shooting you.
FlashMobOfOne@lemmy.world 3 months ago
Smart.
Those of you getting Netflix, Peacock, NFL or other TV subs, note that the cancel button will likely give you long-term discounts too.
USE THEM
Emmy@lemmy.nz 3 months ago
The answer is always, the service will sick until you leave for another company.
Then you’ll find out sucks just as much there, cause you have to buy from someone
fine_sandy_bottom@discuss.tchncs.de 3 months ago
In my experience the AI assistant is just trained on the information available on the firm’s website.
In 2024 I never just call a company expecting to be able to be assisted by a person. It’s always quicker and easier to figure out how to interact with said company online. The only times you call are when it’s not possible to resolve your query by interacting with them online.
That being the case, the entire purpose of the AI in this case is just to make it less convenient to call them. “Have you tried to resolve your issue online? Are you really sure about that? Maybe I could paraphrase this blog post from our website written by an intern 12 years ago.”
kalleboo@lemmy.world 3 months ago
90% of people calling support lines are due to questions that are in the top 10 ten on the FAQ. They’re just the type of people who don’t like reading and just want a social answer. The same kind of people who get told “just do a search, this is asked weekly” on Reddit.
If there was a way to direct the “I just need a FAQ that I don’t need to read myself” people to an LLM and the “something is actually broken I need real help” to people, that would be ideal.
Imgonnatrythis@sh.itjust.works 3 months ago
If you think that’s how it will be implemented, I have some beans I’d like to sell you.
conciselyverbose@sh.itjust.works 3 months ago
I’m really not sure how you read my post and got that impression.