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by stackskipton 732 days ago
>AI voice bots would have reduced been able to helpfully answer and deflect 90% of our calls, and do so in a much faster and humane way.

Would they have? I've worked at companies that had AI voice bots, they required a ton of care and feeding like a script. Only reason we used them is they were better at following the script and they didn't cause massive customer backlash compared to customer backlash we got when it was offshored.
1 comments
laborcontract 732 days ago
So many of our calls were informational with a predictable/scriptable answer set. 90% may be high, but I know 80% of the calls would have been squashed by an AI bot.

There's definitely a ton of care that you have to put into creating it aside from just retrieval, like control flow, but the state of our outsourced CS was really, really bad. 5 minute wait times just to get connected to someone that mispronounced our company name and mostly told people to call us in the morning. The costs were absurd for the quality of service we got and they ended up making customers angry.

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tmpz22 731 days ago
> 90% may be high, but I know 80% of the calls would have been squashed by an AI bot.

Which one is it 90% or 80%? Is it possible it could've been 70%? 60%? 20%?

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