[ssss11]

The analyst you end up speaking to has no power whatsoever and this has been the case for decades. They have a set list of questions, a tree of outcomes, and there’s no decision making required. I get it - that’s efficient, cost effective and predictable for the company.

You often can’t escalate complaints. You can’t explain your situation that falls out of the norm. It’s not “customer service”. Customers don’t like it for good reasons.

But you know what, it’s better than a bot or AI, so the future will be even bleaker.

[inquisitiverab]

Hm these comments are helpful. Seems like the other comment is suggesting a bot would be too flexible, and you're suggesting the bot would be too rigid. Is that accurate?

[inquisitiverab]

I also wonder if the reason complaints aren't escalated is because supervisors are short-staffed or if it's because the company is worried about losing revenu with escalated complaints.

[ssss11]

The whole point of scripts, decision trees, bots etc is to lead a customer down a pre-defined path to an outcome the business can predict, forecast, and manage to _their_ desired outcomes. They can then do things like push more automation and less staff, esp less supervisors (there’s no decisions to be made now).

Any scenario that doesn’t fit that process is inefficient for the business. What fits for the customer is likely the opposite (maybe not always though)

I think people (customers) in general want to be heard and their problem considered. But instead get treated like an annoyance for not fitting the mold, or ignored.

So, the further down the path of automation and away from people manning phones and helping out the customer, the more dire I think it’ll be. I can’t see any company deviating from that trend though.

[ssss11]

I think the other comment was made in sarcasm and they are saying a similar theme to me.