Comments
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.
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.
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.
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: 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
Absolutely true. We can't generalize any solution. It has to be tweaked per situation.
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: AI not so great
Me too, I took this in college. That time the subject use to mesmarize.
You are right that we still haven't gotten too far in this field.
srufolo1
12/31/2016 6:42:17 PM
User Rank Platinum
Re: AT&T and AI
@elizabethv While what AT&T is using AI for what may just be something everyone else is doing just to improve its business, I think AI in the broader sense will have a significant impact on our lives, as jobs begin to be taken over by robots. I always think of the robot Hymie on that show "Get Smart," who had a supercomputer for a brain. He appeared to be human but was just a mass of wiring underneath. One day we will not be able to discern who is a robot and who is human.
AI SchmAI
Call me a pedant, but isn't this not really AI -- but, rather, *very* sophisticated predictive and prescriptive analytics? AI is thinking and forming thought processes like a living being. If enterprises keep bandying about the term "AI" all willy-nilly, it will go the way of other viable technologies that have been relegated to the buzzword stack by real-world executives sick and tired of hearing about them.
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