Technology

59719 readers

2362 users here now

This is a most excellent place for technology news and articles.

Our Rules

Follow the lemmy.world rules.
Only tech related content.
Be excellent to each another!
Mod approved content bots can post up to 10 articles per day.
Threads asking for personal tech support may be deleted.
Politics threads may be removed.
No memes allowed as posts, OK to post as comments.
Only approved bots from the list below, to ask if your bot can be added please contact us.
Check for duplicates before posting, duplicates may be removed

Approved Bots

founded 1 year ago

MODERATORS

[email protected]

974

Most consumers hate the idea of AI-generated customer service (www.techspot.com)

submitted 4 months ago by [email protected] to c/[email protected]

205 comments fedilink hide all child comments

you are viewing a single comment's thread
view the rest of the comments

[–] sugar_in_your_tea 21 points 4 months ago* (last edited 4 months ago) (2 children)

It would be so much better to just have a website with all of those options. Why does it need to be a phone system at all? I hate calling in, I just want to enter an identifier of some sort and click a couple buttons...

[–] [email protected] 3 points 4 months ago (1 children)

Yeah that’s an excellent point. Older generations still prefer phone calls but I imagine increasingly the only people who want to call will be the people who can’t fix their issue via an automated system.

[–] sugar_in_your_tea 3 points 4 months ago

Yup. I'm pretty good at avoiding talking to people, yet I've needed to call in a few times recently for stuff I should've been able to handle online:

report fraud
cancel credit card
report internet outage
buy insurance

If they want to save money on customer support, make the customer support less necessary to get routine tasks done...

[–] [email protected] 2 points 4 months ago* (last edited 4 months ago) (1 children)

Because they are not trying to design an efficient system. They are trying to design a system that is as cheep as possible, puts off as many customers as possible from interacting with it while not being so bad as to fall foul of regulations. A well designed website that efficiently took you to the right place to make your complaint and get money from them/make them do something would fail requirement 2.

[–] sugar_in_your_tea 1 points 4 months ago

The thing is, I rarely want money from them, I just want to provide them information to make my experience as a customer better. For example:

my card kept getting declined, so I wanted to help their investigation by flagging fraud
close a credit card - feel free to show me retention offers and whatnot, I'm more likely to accept online than over the phone
report an internet outrage and see whether there's a known outage - I actually can make a report, but they've never followed up, so calling is the only way to make sure they actually got it; I just want to know that they know about it

I can see a reason for the credit card thing sucking since they want to make a bad offer and keep you as a customer, but at least for me, all of the above would make me more likely to stay a customer instead of switching to a competitor (and I've seriously considered switching each of the above).