Comments
faryl
12/30/2016 12:53:31 AM
User Rank Platinum
Re: AI not so great
Why do you think that is?
I wonder if part of it that people think of AI as "artificial human" instead of "artificial intelligence"? AI may be more prevalent than people realize, it's just happening in more subtle ways?
faryl
12/30/2016 12:54:14 AM
User Rank Platinum
Re: You Have to Go Through IBM
Did you read about the google AI machines that have developed their own language to talk to each other?
Michelle
12/30/2016 12:14:38 PM
User Rank Platinum
Re: You Have to Go Through IBM
@dc Human interactions are preferable in customer service interactions where a certain amount of troubleshooting is required. AI and automation can sometimes land you in a reply loop that doesn't solve anything.
srufolo1
12/30/2016 5:50:19 PM
User Rank Platinum
Re: AT&T and AI
@freehe Exactly. It seems like the companies are controlling the consumers too much, leaving them little choice. I don't like the free reign they have. As far as opting in for going over a credit card limit, guess that's why my credit card debt got so high!! Maybe not such a good idea after all ... at least not for me.
dcawrey
12/30/2016 6:37:57 PM
User Rank Platinum
Re: You Have to Go Through IBM
@Michelle I totally agree.
It's going to be a tough balance for the time being. The big issue is how much customers will tolerate. It would be great to get to a point where AI is no different than working with a human. But the reality is that I think this is a very far-off prospect.
srufolo1
12/30/2016 10:51:46 PM
User Rank Platinum
Re: AT&T and AI
However, sometimes gutteral nonsense noises will elicit a "Sorry, I did not understand that response."
srufolo1
12/30/2016 11:25:51 PM
User Rank Platinum
Re: You Have to Go Through IBM
@dcawrey Have you spoken to a real person lately? Trust me, I think the computerized robot does a better job, even if it does take a little longer.
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.
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 6:57:26 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.
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