Hacker News new | ask | show | jobs
by whathappenedto 2215 days ago
So it's easy to think with a human customer service agent, all will be well. But then I think about all the customer service calls I've made or emails I've sent, and I almost wish that they did not exist so I don't get my hopes up and waste my time. Most customer service is worse than a computerized flowchart.

And even if they do understand your situation, and have authenticated you, and aren't just reading a script, then most of the time they can't offer you anything else besides what's possible on the website anyways. Sometimes we just like having someone to complain to.
2 comments
IshKebab 2215 days ago
That's not my experience of call centres. While they are generally reading from a script and often they have no more information than you do, they crucially have the ability to recognise when things aren't working right and escalate your issue.

With Google's bot approach that can never happen. The only way to escalate issues is to be famous and write a blog post or tweet about it.

link
hutzlibu 2215 days ago
Sure thing, but I still prefer to talking to the worst human, than the best KI avaible.

Also, I bet no one think all will be well, without KI, but it will be better dealing with incompetent, overworked and underpaid call workers, than dealing with a "smart" KI, with you cannot talk at all. In the first case there is at least the hope, that someone escalates the problem to someone with more knowledge who can finally solve your problem.

link