902
Half of companies planning to replace customer service with AI are reversing course
(www.techspot.com)
this post was submitted on 13 Jun 2025
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Nah, AI chatbots are at least useful for the basic repetitive things. Your modem isn't online, is it plugged in? Want me to refresh it in the system? Comcast adding that saved me half an hour a month on the phone.
I fully believe they're at least as good as level 1 support because those guys are checking to see if you're the type to sniff stickers on the bottom of the pool.
That can be accomplished with basic if-else decision tree. You don't need the massive resource sink that is AI
The kind of AI I mentioned isn’t a massive resource sink. I can run that sort of thing locally on my own computer. They don’t need supercomputers for level 1 material.
Plus the halucination risk.
Whenever I call in to a service because it's not working, when I get stuck talking to a computer, I'm fucking furious. Every single AI implementation I've worked with has been absolute trash. I spam click zero and yell "operator" when it says it didn't hear me or asks for my problem, and I've 100% of the time made it through to a person. People also suck, but they at least understand what I'm saying and aren't as patronizing.
This was all via chat so much faster than the painful voice prompts. I agree those are terrible.
I love text chats with a person, but I feel most of the time that when I start with a text chat with a bot and get transferred to a real agent, they ask all of the same questions, like info gathering name, phone, email, etc. it's almost as if the real people can't see the transcript of the conversation I had with the bot.
The thing is, most of those chats that I've worked with for years are simple chat bots, not AI, and those are plenty effective for their purpose. They have their preset question tree and that's it. I may also be a little skewed in my experiences compared to a lot of people, since I've worked in IT for over a decade, so often when in reaching out to service, it's something more advanced where I need a person to actually talk to. Also, anything billing or containing private information. I under no circumstances want that fed into an LLM or accessible to an AI agent so it can be shared accidentally to someone else.