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%...
The problem is the same as with the telephone answering trees.
If they’re used to help you get where you’re going, then they’re great. But that’s not the best financially motivated decision. Solving your problem costs the companies money. Pissing you off and convincing you that your problem shouldn’t be fixed saves money on support.
So making you go round in circles is the machine doing EXACTLY what they want it to do.
The problem is the same as with the telephone answering trees.
If they’re used to help you get where you’re going, then they’re great. But that’s not the best financially motivated decision. Solving your problem costs the companies money. Pissing you off and convincing you that your problem shouldn’t be fixed saves money on support.
So making you go round in circles is the machine doing EXACTLY what they want it to do.
That’s an additional problem.
But the bigger problem is that it’s not actually possible to do a good job without genuine meaningful investment in building out the tooling properly.
That’s just it…… they are building it out properly, their goal is just not what you think it is.