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Half of companies planning to replace customer service with AI are reversing course
(www.techspot.com)
Good. AI models don't have mouths to feed at home, people do.
this post was submitted on 13 Jun 2025
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I hope they all go under. I've no sympathy for them and I wish nothing but the worst for them.
If I have to deal with AI for customer support then I will find a different company that offers actual customer support.
If the customer support of my ISP doesn't even know what CGNAT is, but AI knows, I am actually troubled whether this is a good move or not.
See thats just it, the AI doesn't know either it just repeats things which approximate those that have been said before.
If it has any power to make changes to your account then its going to be mistakenly turning peoples services on or off, leaking details, etc.
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I’m frankly amazed this many of them realized the sheer idiocy of their decision.
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Surprised pikachu face
My company gets a lot of incoming chats from customers (and potential customers)
The challenge of this side of the business is 98% of the questions asked over chat are already answered on the very website that person started the chat from. Like it's all written right there!
So real human chat agents are reduced to copy paste monkeys in most interactions.
But here's the rub. The people asking the questions fit into one of two groups: not smart or patient enough to read (unfortunate waste of our resources) or they are checking whether our business has real humans and is responsive before they buy.
It's that latter group for whom we must keep red blooded, educated and service minded humans on the job to respond, and this is where small companies can really kick ass next to behemoths like google who bring in over $1m per employee but still can't seem to afford a phone line to support your account with them.
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I spent 25 years on this planet without the need for an actual Ai, I’ve used Siri when she was dumb to make quick phone calls or to turn lights off but other than that I really don’t need to know the last digit to Pi.
It's just a tool, like a search engine or a guillotine
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