alt Hacker NewsWe are just a couple years away from companies realizing the first line of customer service can be a profit center and have the largest impact on brand likeability for minimal cost.
Yes, when people use customer support as a glorified FAQ lookup an AI response is appropriate, but a few humans that care can positively impact 100 customers a day. AI is great at routing messages to the right place, not as tier 1 support.
In the AI everyrhing world, humanness is going to be the marketing edge.
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> the first line of customer service can be a profit center
Are you suggesting that they'll be charging for customer service? That seems even worse. (or do you just mean that it's so good that people positively want to use the brand because of their customer service?)
Humanness has only brought me long waits on a phone listening to shitty music only to eventually be connected to a human who can’t really even resolve my issues and forwards me to another human who also can’t resolve it.
Just give me instant AI end to end.
> We are just a couple years away from companies realizing the first line of customer service can be a profit center and have the largest impact on brand likeability for minimal cost.
There are plenty of companies that already realize this, or have in the past. Zappos is a famous one, but plenty of devtools companies know that customer service is a differentiator. One that can be positive or negative.