alt Hacker NewsThere are some solid usecases for AI in support, like document/inquiry triage and categorization, entity extraction, even the dreaded chatbots can be made to not be frustrating, and voice as well. But these things also need to be implemented with customer support stakeholders that are on board, not just pushed down the gullet by top brass.
Yes but no. Do you know how many people call support in legacy industries, ignore the voice prompt, and demand to speak to a person to pay their recurring, same-cost-every-month bill? It is honestly shocking.
There are legitimate support cases that could be made better with AI but just getting to them is honestly harder than I thought when I was first exposed. It will be a while.