alt Hacker NewsIt's always interesting seeing how HN reacts to AI CX (as someone who works in this space). Yes, the tech savvy crowd loves to say how they always ask for a human and love old school phone trees
in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language
The vast majority of callers call in to resolve their issue, and most don't care if they are speaking to a bot because they just want their issue fixed. Agents (if implemented well) are an order of magnitude more effective at resolving issues compared to a call centre worker who is reading off a script and churn within 9 months
There's also the 2nd order effs of making CX cheap. before, there is the perverse incentive of companies trying to keep you off support because each call costs them way more than the value they get. if your cost per call drops 100x you can invest in turning a cost centre into a revenue driver (+ a better experience)
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> Agents (if implemented well) are an order of magnitude more effective at resolving issues compared to a call centre worker who is reading off a script and churn within 9 months
But it seems like companies don't want to do this part, possibly because of fears that someone will trick the agent into giving them a refund or something. Or because the actual goal is to optimize for fewer costly refunds/cancellations/policy exceptions etc.
So for whatever reason, they stay stuck in that useless local maxima while simultaneously making traditional help increasingly difficult to get ahold of when needed for an overall net worse experience as a customer.
SWEs get paid to get good at reading documentation on processes. I think HN is biased since we'll only escalate once documentation can't help us.
I'm also bullish because AI coding agents give up easily if my problem is complicated.
I think it'll be easier to convince an AI to transfer me to level 2 support than a human.
I review recordings from calls routed to Sierra and a few other similar systems on a regular basis for <day job>. The calls come from folks of all walks of life, not just tech folks.
I’d say the vast majority of callers absolutely hate talking to these things and spend most of the call trying to get to a human, often getting frustrated and hanging up (shows up positive in the metrics, call handled without transfer!).
Though I’m not sure the companies deploying them really care, they’re just happy they can fire call center employees.
I have yet to encounter an AI agent that was able to handle my support questions adequately. I always end up having to get a human (which is becoming increasingly difficult or virtually impossible).
I'm sure AI Support Agents will be implemented better, but so far in my experience, the humans I connect to far outperform the AI agents.
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I had to go to an xfinity store the other day, and seeing the things people come in for made me realize why AI is attractive to companies. The four or five people in front of me did not need a human in the loop for their issue. If these people could go to xfinity.com and ask some bot where they can find their bill, how much they owe, or if their internet is down, xfinity employees could focus on actually selling things. I imagine it's basically the same for every customer service.