A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
The other day I was able to take care of what I thought was a reasonably complicated customer service issue through an automated assistant.
I take a daily prescription medication and it’s on automatic refill. However now and then I forget to take my pill and then I have an extra. After years of this I found myself with 20-30 pills left when my next bottle was ready.
So I tried to call the pharmacy and say hey that bottle of pills you have waiting for me? I still need it, but not for about 3 weeks. Can you push my entire schedule back that much but otherwise keep the pace the same?
Turned out I was able to do this just by listening to menus, selecting from multiple choice, and entering numbers for dates.
I was so satisfied! I don’t want to talk to a human if I can possibly help it. I’d much rather deal with an automated system as long as it can do what’s needed. The problem is that most of them can’t. But then again most customer service humans are useless too, so…
It would be so much better to just have a website with all of those outions. Why does it need to be a phone system at all? I hate calling in, I just want to enter an identifier of some sort and click a couple buttons…
Yeah that’s an excellent point. Older generations still prefer phone calls but I imagine increasingly the only people who want to call will be the people who can’t fix their issue via an automated system.
Because they are not trying to design an efficient system. They are trying to design a system that is as cheep as possible, puts off as many customers as possible from interacting with it while not being so bad as to fall foul of regulations. A well designed website that efficiently took you to the right place to make your complaint and get money from them/make them do something would fail requirement 2.
The other day I was able to take care of what I thought was a reasonably complicated customer service issue through an automated assistant.
I take a daily prescription medication and it’s on automatic refill. However now and then I forget to take my pill and then I have an extra. After years of this I found myself with 20-30 pills left when my next bottle was ready.
So I tried to call the pharmacy and say hey that bottle of pills you have waiting for me? I still need it, but not for about 3 weeks. Can you push my entire schedule back that much but otherwise keep the pace the same?
Turned out I was able to do this just by listening to menus, selecting from multiple choice, and entering numbers for dates.
I was so satisfied! I don’t want to talk to a human if I can possibly help it. I’d much rather deal with an automated system as long as it can do what’s needed. The problem is that most of them can’t. But then again most customer service humans are useless too, so…
It would be so much better to just have a website with all of those outions. Why does it need to be a phone system at all? I hate calling in, I just want to enter an identifier of some sort and click a couple buttons…
Yeah that’s an excellent point. Older generations still prefer phone calls but I imagine increasingly the only people who want to call will be the people who can’t fix their issue via an automated system.
Yup. I’m pretty good at avoiding talking to people, yet I’ve needed to call in a few times recently for stuff I should’ve been able to handle online:
If they want to save money on customer support, make the customer support less necessary to get routine tasks done…
Because they are not trying to design an efficient system. They are trying to design a system that is as cheep as possible, puts off as many customers as possible from interacting with it while not being so bad as to fall foul of regulations. A well designed website that efficiently took you to the right place to make your complaint and get money from them/make them do something would fail requirement 2.
My belief is that this is an unhinged take.