This is moronic. People reach out to these types of things because they need a human connection or relation. AI is a terrible replacement here.
That said, there is a lot of money to be made in selling cost savings... And usually, the support team was outsourced and can only click the buttons on their support interface anyway, which means there is no loss of ability if an AI is limited to the same set of API calls.
It's a bit crazy when you're doing a gdpr request and the guy on the other end has no idea what you're talking about, says they can't do it for data protection reasons and won't put you through to someone who actually knows the law. So you have to ring back up multiple times to get through to a different call centre.
I just hope a company can differentiate on that, and have enough people like me to give them their business.
I work closely with customer care in Telco and this might be true for tech-savvy people, but 80% of our call volume is still problems solved by "have you tried turning it off and on again?"
Sure, it's frustrating if you know exactly what you need fixed, but the automated triage makes sense for most businesses out there.
"Have you tried turning it off and on again?" I've already done that multiple times... (Console shows uptime on device is 12 days 4 hours 31 minutes).
Ok, I need you to remove the cable going into the back on the right side (the power plug but I'm not going to say it) and let me know when the light goes off. You mean the power cord?
The cord on the right hand side. Are the lights off?, good.
"I'm initiating a reset, go ahead and plug the cable back in and let me know once the lights go steady." (no reset actually initiated on my end).
A lot of CSR is working around trigger words to de-escalate.
An AI program will never be able to do that effectively. Its a fundamental limit of computation. You can't have the same inputs map to two equally separate outputs. It breaks determinism required for computers to work, and words have same inputs, different outputs (meanings). Anyone worth their salt in IT would have warned against this article's type of magical thinking.
The foundation responsible for funding them is basically just misrepresenting and taking money and not providing the services and support that was intended at the loss of a group of at-risk individuals. Real stupid imo.
It is crisis situations with much emotions involved like this or someone who was the victim of fraud that is going to need the human touch.
Most things I can think of that I have ever called a customer service line for I would really have preferred to talk to gpt4.