Comments
Re: AT&T Subscribers
I am still waiting for an option that says "provide feedback on service" or "disastified customers"...
That is a good one. I hope people are watching this and hope this will get into menu options one day.
Re: You Have to Go Through IBM
Absolutely true. We can't generalize any solution. It has to be tweaked per situation.
Re: AT&T and AI
I had to experience this little more than sometimes. It gets frustrating at times and we end up spending more time on calls.
Re: You Have to Go Through IBM
Forgot to mention, that is the importance of human factor. When you think of AI, that could be a good fit for all generi opening messages, closing messages etc.
Re: You Have to Go Through IBM
It's generally a complicated issue, one that does not follow a script. This is where humans are of major importance.
@dcawrey:
I can understand what exactly you are saying here. This reminds me of the time when i was working with a team of cust service agents that make calls to members. And I was in calls where we use to listen the entire call conversation that was recorded. It was absolutely interesting to hear that agents have to be really context sensitive and be dynamic in the situation and not sound robotic. Any script can act as a guide but not taken literally. Atleast that has to be the way for good results.
dcawrey
12/31/2016 1:34:17 PM User Rank Platinum
Re: You Have to Go Through IBM
@elizabethv Even those people who simply follow the scripts are highly annoying.
The issue with customer service is that I call them when I can't fix a problem myself. It's generally a complicated issue, one that does not follow a script. This is where humans are of major importance.
Michelle
12/31/2016 10:52:37 AM User Rank Platinum
Re: You Have to Go Through IBM
@dc It's an interesting concept for sure. If science fiction is correct, we don't want a more human AI anyway. The end never turns out how we'd hoped.
elizabethv
12/31/2016 6:57:26 AM User Rank Platinum
Re: You Have to Go Through IBM
@dcawrey - Depending on the format you're thinking of, for working with a computer vs. a human, it may not be as far off as you'd think. They have already standardized scripts for just about all customer service related issues. The humans doing the work now are already expected to stick to the scripts. I can't see it being that big a jump to asking a computer to use the same scripts - if it isn't already being done to some extenet. How people would feel about this, is a completely different matter.
elizabethv
12/31/2016 6:42:12 AM User Rank Platinum
Re: AT&T and AI
@srufolo1 - I'm not sure I'm completely sold on AI being the next biggest, hottest thing. But think about how twenty years ago, when grocery stores started using club cards, some people were reluctant to join, not liking the thought that a grocery store was monitioring everything they bought at the store. But today, most don't seem to have any issue with a "club card" idea, so long as it saves them money. I think this is really pretty similar, some might initially be wary of the idea, but eventually will give in to "normalacy" and move on with their lives.
elizabethv
12/31/2016 6:35:12 AM User Rank Platinum
Interesting
It's funny how all of these companies lately want to try to predict our thoughts and needs. (Thinking about Netflix wanting to do something similar.) Both make me think of Google trying to predict my questions. It's really only right when I'm asking a quesiton I've asked before. Otherwise my question might be in the list, but generally not the very first guess they had. I guess this is just one other aspect of technology we should all start seeing coming - an attempt to read our minds. Scary.
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