Warning: Some posts on this platform may contain adult material intended for mature audiences only. Viewer discretion is advised. By clicking ‘Continue’, you confirm that you are 18 years or older and consent to viewing explicit content.
A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
Historically, these chat interfaces were tied out to a call center somewhere on the opposite side of the planet. Now they’re entirely prompt-engineered. So you used to be able to work a claim through chat without sitting on a phone call for hours at a time. But now they obscure their customer support phone number behind six layers of tabs and links, while shoving the “WOULD YOU LIKE TO CHAT WITH A REPRESENTATIVE” button in your face the whole way, fully knowing it doesn’t actually connect to anything that will help.
But my biggest pet peeve is a lot of times I have ro get a supervisor to solve a problem that would take the customer service agent ten seconds to solve.
A lot of the agents are just working off of written prompts anyway. But they do get experience with these problems over time (or recognize a slew of the same problem coming in at once) and can cut through the shit to give you a real, human response. Sometimes that response is simply “We can’t help, because of widespread technical / systems issues”, but that’s better than being bounced through an automated service that feeds out generic non-answers and useless how-to guides.
Historically, these chat interfaces were tied out to a call center somewhere on the opposite side of the planet. Now they’re entirely prompt-engineered. So you used to be able to work a claim through chat without sitting on a phone call for hours at a time. But now they obscure their customer support phone number behind six layers of tabs and links, while shoving the “WOULD YOU LIKE TO CHAT WITH A REPRESENTATIVE” button in your face the whole way, fully knowing it doesn’t actually connect to anything that will help.
A lot of the agents are just working off of written prompts anyway. But they do get experience with these problems over time (or recognize a slew of the same problem coming in at once) and can cut through the shit to give you a real, human response. Sometimes that response is simply “We can’t help, because of widespread technical / systems issues”, but that’s better than being bounced through an automated service that feeds out generic non-answers and useless how-to guides.