Comments
DHagar
6/13/2016 2:18:53 PM
User Rank Platinum
Re: Forced Customer Service
@elizabethv - great example of the potential for abuse with misusing one's view to in one experience and misleading customers to "amplify" that voice to reflect something larger than it is.
That is why true transparency, not hiding info. and not allowing a single view to be perceived to represent the entire market, will be the best protection to both the customer and the business.
Good companies will value and deliver better customer service and it will reflect in the overall customer service ratings.
DHagar
6/13/2016 2:21:27 PM
User Rank Platinum
Re: Forced Customer Service
@mpouraryan, you are a true advocate for the human component! And true customer service can only be achieved with human satisfaction - so it is at the heart of customer service.
It is great to see winning companies recognize and acknowledge this.
mpouraryan
6/14/2016 9:40:53 PM
User Rank Platinum
Re: Forced Customer Service
To your point, @Bayte, a hospital in Belgium now has robots treating visitors to the Hospital. The era of the machines has truly arrived.
mpouraryan
6/14/2016 9:41:58 PM
User Rank Platinum
Re: Forced Customer Service
You're very kind Ma'am. The dilemma I have is that I am increasingly a distinct minority as the quest for automation seems to be the way forward at the expense of the human touch.
DHagar
6/14/2016 10:41:10 PM
User Rank Platinum
Re: Forced Customer Service
@mpouraryan, understand! We tend to go overboard on the new - getting excited and ignoring what has been established and/or what the impact is (on customers and the human employees). So we tip the boat from one side to the other.
The true "sustainable" position is to have the technology "augment" the human factor - that would keep us in better balance. Maybe we will learn that is Tech 2.0.
mpouraryan
6/15/2016 12:23:31 PM
User Rank Platinum
Re: Forced Customer Service
The bigger question in this transformation quest is whether we are able to make this "Great Leap" or not?
DHagar
6/15/2016 1:35:18 PM
User Rank Platinum
Re: Forced Customer Service
@mpouraryan, I don't think we have a choice - and failure is not an option - so it will be sink or swim. Maybe that will be our motivation, if not better quality itself.
mpouraryan
6/15/2016 1:57:56 PM
User Rank Platinum
Re: Forced Customer Service
You are more hopeful @DHagar especially as we're witness to such:
Jun 14, 2016 · Pepper the humanoid robot has started work as an assistant on the reception desk in hospitals in Liege and Ostend
Where will it end?
DHagar
6/15/2016 2:35:41 PM
User Rank Platinum
Re: Forced Customer Service
@mpouraryan, technology advancements will never end - but neither will we!
mhhf1ve
6/15/2016 6:17:05 PM
User Rank Platinum
Re: Forced Customer Service
A robot receptionist isn't that remarkable... Artificial intelligence research has been working on replacing the DOCTORS for decades now. There used to be attempts to get medical diagnosis algorithms that would accept symptom inputs and output treatments, but those programs are now somewhat discredited. However, it looks like more recent AI doctors could help be the "Dr. House" robot -- offering the exotic diagnoses that human doctors might overlook because of obscurity or overlapping/mistaken symptoms.
Robot surgeons are right around the corner, though.. nearly capable of doing better than human surgeons for a variety of tasks like stitching tissues back together or using lasers to spot weld or cut blood vessels....
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