[RufusJacksons]

Having worked in customer service before, the only time customers tried to reason with me was when they were wrong. For at least a large portion of customer service calls, the ability to reason is a negative. Customer calls to say the product is faulty, and with a simple question they admit they didn’t connect the ground wire. They then try to reason with me that they deserve a warranty replacement because their mum just got cancer - fuck reason on cs calls. (Reason might still have a place on complex situations [which yours never is], customer retainment, sales etc)

Even as the top tier tech support for a complex product, 99% of my calls could have been dealt with well by chat gpt in its current form. And my customers would have a more concise outcome, without the variability of my mood, hold times, judgement of their tone etc to effect my advice.

I can’t wait for more ai cs so I can stop talking to a fuckwhit, and talk to an ai that’s almost certainly far more equipped to handle my query.

[mort96]

I'm not talking about a customer arguing that they deserve warranty. I mean if the human CS agent misunderstands the problem, the customer can explain the problem better and try to make the human CS agent understand. If the "AI" CS agent misunderstands the problem, there is no recourse.

[nottorp]

Not to mention when you have a problem the AI hasn't been trained for.

With humans you have a chance to escalate. With a chatbot, you might as well take your business somewhere else.

[andai]

These things already exist (primitive form) and most of them already have the option to escalate.

It's usually well hidden though, to save money.