Comments
srufolo1
12/30/2016 11:25:51 PM
User Rank Platinum
Re: You Have to Go Through IBM
@dcawrey Have you spoken to a real person lately? Trust me, I think the computerized robot does a better job, even if it does take a little longer.
srufolo1
12/30/2016 10:51:46 PM
User Rank Platinum
Re: AT&T and AI
However, sometimes gutteral nonsense noises will elicit a "Sorry, I did not understand that response."
dcawrey
12/30/2016 6:37:57 PM
User Rank Platinum
Re: You Have to Go Through IBM
@Michelle I totally agree.
It's going to be a tough balance for the time being. The big issue is how much customers will tolerate. It would be great to get to a point where AI is no different than working with a human. But the reality is that I think this is a very far-off prospect.
srufolo1
12/30/2016 5:50:19 PM
User Rank Platinum
Re: AT&T and AI
@freehe Exactly. It seems like the companies are controlling the consumers too much, leaving them little choice. I don't like the free reign they have. As far as opting in for going over a credit card limit, guess that's why my credit card debt got so high!! Maybe not such a good idea after all ... at least not for me.
Michelle
12/30/2016 12:14:38 PM
User Rank Platinum
Re: You Have to Go Through IBM
@dc Human interactions are preferable in customer service interactions where a certain amount of troubleshooting is required. AI and automation can sometimes land you in a reply loop that doesn't solve anything.
faryl
12/30/2016 12:54:14 AM
User Rank Platinum
Re: You Have to Go Through IBM
Did you read about the google AI machines that have developed their own language to talk to each other?
faryl
12/30/2016 12:53:31 AM
User Rank Platinum
Re: AI not so great
Why do you think that is?
I wonder if part of it that people think of AI as "artificial human" instead of "artificial intelligence"? AI may be more prevalent than people realize, it's just happening in more subtle ways?
faryl
12/30/2016 12:51:02 AM
User Rank Platinum
Re: AT&T and AI
Part of the issue too is that everything just ends up as more fine print and the "it's just something we're legally required to disclose" stuff masks the "this should be raising major red flags" stuff.
faryl
12/30/2016 12:40:20 AM
User Rank Platinum
Re: You Have to Go Through IBM
Agreed. Some places seem to consider what boils down to auto-replies based on text filters to be AI.
It just makes already tenuous customer support service even less helpful.
faryl
12/30/2016 12:37:03 AM
User Rank Platinum
Re: AT&T and AI
I also don't like that every single one seems to start with "listen closely as our options have recently changed".
(I have a friend who insists the most foolproof way to reach a real person to just make gutteral nonsense noises at each voice prompt!)
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