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AI “customer service” is so incredibly bad. I’ve not had a single interaction that an AI agent could solve. It’s just a huge waste of my time and an increase in aggravation. |
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My assumption is that it is there to make the process less convenient so people only use it if they really need to. |
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"AI" Usually when I chat with a support bot it doesn't feel like an LLM but something that performs keyword matching and a prewritten response pre-LLM era. |
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The AI era isn't about what performs best. It's about what can be delivered most cheaply and isn't a liability because your competition will be doing the same thing. |
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> must display wait times "We're sorry, we're receiving more calls than usual, stand by..." 24/7 for over 30 years! |
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Configure agents for consumers at scale to report violations to regulators. Wait time not accurate or communicated? Complaint filed. Human agent not available within time limit? Complaint filed. Think about all the time and effort for all of the consumers in the aggregate that would be needed to hold corporate counter parties accountable. This is where AI agents shine. |
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Hold Assist doesn’t work if there’s any speech (like an AI agent) on the line, it specifically only works when on hold. |
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Easily updated existing feature, code path, and user experience is the point. Just has to be good enough to iterate on. |
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