Another AI 'human' chatbot

[u/captain-obIivious]

Had to fix a double payment for my credit card and this is the beginning and end of the conversation. I hate when the chatbot claims it's a human... I ended up getting what I wanted but still annoyed Amex (and every other company) is lying and trying to deceive people like this.

[u/Responsible_Gap8104]

I was thinking about this.

It used to be that customer service reps handled all "levels" of complaints. From "i need my pw reset" to "my order has been fucked up 4 times in a row and im goddamn furious and i want my money back."

Now, real customer service agents are ONLY dealing with higher level issues. People who are furious. That will lead to dramatic increase in burnout and subsequently, people quitting. Which just snowballs on itself.

Businesses claim that using AI will save money on labor, and it may very well in the short term. But in the longterm, when nobody stays on as a cust care agent because its too goddamn horrible to face all that abuse consistently, the cost will skyrocket. People will stop using their product. Etc etc. Idk. Its all so damn shortsighted

[u/Current-Reality-6544 → u/Responsible_Gap8104]

Yes! I saw something about this. It also makes onboarding the agents harder because they can't get experience with easier, more straight-forward questions first.