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by nkmnz 173 days ago
If you have a SOP, most of the decision logic can be encoded and strictly enforced. There is zero intelligence involved in this process, it’s just if/else. The key part is understanding the customer request and mapping it to the cases encoded in the SOP - and for that part, intelligence is absolutely required or your customers will not feel „supported“ at all, but be better off with a simple form.
1 comments
jacquesm 173 days ago
As a customer when confronted with such a system I hang up and never ever do business with that company again. Regardless of polish, they're useless.
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nkmnz 173 days ago
What do you mean by "such a system"? One that uses AI to funnel your natural language request into their system of SOP? Or one that uses SOPs to handle cases in general? SOP are great, they drastically reduce errors, since the total error is the square root of the sum of squares of random error and bias – while bias still occurs, the random error can and should be reduced by SOPs, whenever possible. The problem is that SOPs can be really bad: "Wait, I will speak to my manager" -> probably bad SOP. "Wait, I will get my manager so that you can speak to them" -> might be a better SOP, depending on the circumstances.
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jacquesm 173 days ago
It never works. You always just get the digital equivalent of a runaround and there simply isn't a human in the loop to take over when the AI botches it (again). So I gave up trying, this crap should not be deployed unless it works at least as good as a person. You can't force people to put up with junk implementations of otherwise good ideas in the hope that one day you'll get it right, customer service should be a service because on the other end of the line is someone with a very high probability of being already dissatisfied with your company and/or your product. For me this is not negotiable, if my time is less valuable to you, the company, than it is to actually put someone on to help then my money will go somewhere else.
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nkmnz 173 days ago
I'm still not sure if you're speaking of SOP in general or AI-interfaces to them. Why don't you answer that simple question before ranting on?
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