Quick and accurate routing and triage of inbound calls may be more fruitful and far easier than summarizing hundreds of hours of "ok now plug the router back into the wall." Im imagining AI identifying a specific technical problem that sounds a lot like a problem that a specific technician successfully solved previously.
1) my call is very important to them (it's not)
2) listen carefully because options changed (when? 5 years ago?)
3) they have a website where I can do things (you can't, otherwise why would I call?)
4) please stay at the end of call to give them feedback (sure, I will waste more of my time)
But in fact, customer call centers tend not to be able to even know that you called in yesterday, three days ago and last week.
This is why email-ticketing call centers are vastly superior.
It is our problem that needs fixing, so we can just wait untill either they redirect us to the right person with the right knowledge who might be one of the higher ups in the call centers. Or we just quit the call. Either way, it doesn't matter to the company.
Plus points that they don't have to teach the frontline customer service more details too and it could be easier for them to onboard new people / fire old employees. Also they would have to pay less if they require very low specifications.
man I remember the is 0.001 cent = 0.001 $ video /meme of verizon
Nor what you told the person you talked to three minutes earlier, during the same call, before they transferred you to someone else. Because their performance is measured on how quickly they can get rid of you.
It works the same way when I'm helping someone else: most reasonable people don't expect that if they make an audio call I will magically solve their problem faster. Maybe it will be slower and they will get a lower-quality ad-hoc solution.