AI “customer service” is so incredibly bad. I’ve not had a single interaction that an AI agent could solve. It’s just a huge waste of my time and an increase in aggravation.
No one who actually wants to provide a good experience for their customers would offshore, nor would they offload this to AI agents. They know that customers have very limited opportunities nowadays, so the company responses seem to be along the lines of, "fine, go somewhere else! Oh, there's nowhere else to go? I guess you'll be staying with us afterall muahaha!"
People here lack a lot of nuance.
You think the average consumer is willing to fight firms hard to get stuff fixed? Absolutely not. Things like switching costs is what firms take advantage of -> they know you most likely arent going anywhere so shut up and accept the poor service.
Would people here generally fight and switch? Sure. But you lot are what % of the population..?
After putting in AI agents this year, our customer service scores went up considerably. And the reason was basically that the average customer was getting way faster answers to queries.
This is not a plug and play customer bot product, we actually built a custom solution on top of Bedrock.