this post was submitted on 25 May 2025
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It's easy to get above rock bottom. Today's voice menus are already openly abusive of the customers.
Oh, demoralizing thought, when the AI call center agent becomes intentionally abusive... and don't think that companies, and especially government agencies, won't do that on purpose.
I have actually had semi-positive experiences with AI chat bot front ends, they're less afraid to refer to an actual human being who might know something as opposed to the call center front line humans who seem to be afraid they might lose their job if they admit the truth: that they have absolutely no clue how to help you.
Shifting the balance, drop the number of virtually untrained humans in the system by half, train the remaining ones twice as much, and let AI fill in for routing you to a hopefully appropriate "specialist."