• Pika
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    26 days ago

    I fully support the shift to AI customer service as long as its being used as an assistant tech and not a full replacement. I have zero issue with an AI based IVR style system to find out where you need to go, or for something that is stupid basic. However it still needs humans for anything that is complex.

    And yes AI statements should be legally binding.

    • @BassTurd@lemmy.world
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      226 days ago

      You don’t need “ai” to do any of that. That is something we’ve been able to do for a long time. Whether or not call centers or help desks implemented a digital assistant is a different story.

      • Pika
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        26 days ago

        I disagree. the current IVR systems in place that only take a few valid voice prompts are insufficient for more advanced queries. I think transferring it to more of an AI style setup like how the chat bots were, but having it handle transferring to the proper area instead of doing everything is a much needed improvement.

        I don’t disagree with the statement that companies haven’t implemented the right tech for their support though