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- Jul 9, 2003
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If someone could write an AI app that could handle getting through to customer service / complaints on the phone, avoiding the tedious on hold music. I'd love such an App!
I really think that's only a couple of years away. Also lawyers are out the window they are so slow to respond and half the time they only say what you want to hear.What if infinitely scalable AI customer service gave you instant response and was better and more knowledgeable than any human could ever be?
You're assuming there's actually something on the other side of all that hold music.
What if there isn't?
That's an interesting point by the way, I hadn't even thought of it that way. Thanks for elaborating on that.
In many cases I wouldn't know, as I often give up. They call my bluff by putting me on hold for 20 minutes, and they're right....I hang up to save us all any further trouble.
I always tell my kids, you can tell a lot about a company based on the type of people that staff customer service.
I'm not going to go into too many details, but let's just say a certain type of person staffs customer service at, say ... Capital One, or Verizon, or Cricket.
A TOTALLY different type of person - Professional, empathetic, polite, representing the firm, able to speak in regular sentences and provide proper responses, transitions, terms, explanations, apologies, etc.......answer the phone at Discover and American Express. I tell my kids, if you must use a cc, use Amex or Discover!
I'm a huge Amex fan. Back in 1973 when my husband and I divorced, I ended up with no credit card and the usual suspects would not issue one to me in my own name. This was still a time when women were treated differently than men. Doesn't matter that I had 8 years of work history, stable employment, stable address, etc. I was the wrong gender. So I applied for an American Express card and they gave it to me with an essentially unlimited credit limit because I had no negative credit history. After that MC and Visa and the rest were my good buddies and were anxious to give me credit. A few years later, I ended up in Phoenix on a consulting assignment with AMEX where I developed an application that scored the "take one's" which were the application forms that were proximately displayed next to the cash register at every business that accepted the AMEX card. So, my app decided whether or not YOU would qualify for an AMEX card Small worldI tell my kids, if you must use a cc, use Amex or Discover!