As customer service becomes more automated, some consumers are becoming frustrated with how difficult it can be to get help from another human. NBC News’ Jacob Ward visited a company that offers AI powered agents to answer calls and put the technology to the test.
» Subscribe to NBC News: http://nbcnews.to/SubscribeToNBC
» Watch more NBC video: http://bit.ly/MoreNBCNews
NBC News Digital is a collection of innovative and powerful news brands that deliver compelling, diverse and engaging news stories. NBC News Digital features NBCNews.com, MSNBC.com, TODAY.com, Nightly News, Meet the Press, Dateline, and the existing apps and digital extensions of these respective properties. We deliver the best in breaking news, live video coverage, original journalism and segments from your favorite NBC News Shows.
Connect with NBC News Online!
NBC News App: https://smart.link/5d0cd9df61b80
Breaking News Alerts: https://link.nbcnews.com/join/5cj/breaking-news-signup?cid=sm_npd_nn_yt_bn-clip_190621
Visit NBCNews.Com: http://nbcnews.to/ReadNBC
Find NBC News on Facebook: http://nbcnews.to/LikeNBC
Follow NBC News on Twitter: http://nbcnews.to/FollowNBC
Get more of NBC News delivered to your inbox: nbcnews.com/newsletters
#Tech #AI #News
source
This is ALL .. AI…..& It's only going to be worse….. You Don't have to pay a robot……..
Exactly! When you cannot reach someONE to resolve a problem, it tells me that that entity does not value my business!
Hiring the inexperienced, untrained and unqualified is not customer service.
No buddy likes AI and a LOT of unemployment and homelessness could be solved if we GAVE more jobs by just having some one with no talent and no education answer the phone and answer questions they could learn on the job or at least have them put you on hold.
Computers never work right, never ask the right questions and never have the answers you want.
Humans can be just as bad at times when they say "google it" or "is it plugged in?" or when you have to deal with an accent.
but having an AI that makes you repeat things you just said , making you chose from menus, not letting you progress until you try the most common solution which you LKNOW won't work etc endless list, its all very frustrating.
but on the flip side , an AI doing a job for free lowers costs to the customer, lowers spending of the employer. We could save a LOT of money with more AI.
Problem is AI is working the phone and the check out corner when AI SHOUKLD be working the coal mines and the waste disposal and various other hazardous jobs. We should be putting AI in side burning buildings and shooting them threw space and driving them around the bottom of the ocean not letting them assist us on tech support or having them write scripts.
Making profit at the expense of firing employees who were in help desk taking calls from customer & this new ' A.I chat bot ' thing the new form of extreme cost cutting !
Companies only think about money not about a bit of customer satisfaction .
And they know the customers do not have any other option .
Perfect situation for them .
It will go even more worse in future.
In Future the company which wil provide the real human interaction at their customer care/help desk will gain more in market share as it will be perceived as "they do listen to us" & sort of luxury !
Two things I hate when I place a phone call to a company. One is to get a recording and not get through to Customer Service. Second, is to get a person on the line who cannot speak English well, and does not understand what I’m saying because of that fact! And cutting your operating costs, you’re going to lose customers, which is probably worse than paying someone to do a job, a proper job!
customer service is basically “give them what they want or they won’t shop here again” entitled people have turned everything in life upside down
Karens will have a hard time screaming at AI 😅😅
This Country has changed where in BUSINESS you used to can count on being told you were APPROVED for like a loan, a free phone, hired for a job etc.. And being contacted or a reply to your email or phone call. When you are told you are Approved for something you applied for even having it on paper it don't matter any more. These agencies, businesses, Orgs like the SBA will just CANCEL an Approval with a signed contract giving no explanation just leave a business hanging and they were steady saying they were going to fund that loan increase week after week for 2 years.
This free cell phone company told me you should receive your new phone in 7 to 10 business days already a customer with a phone # went through the whole process with me replacing the damaged phone and NEVER sent it out LYING they were. I get hired for a UPS job online but the local warehouse didn't want to bring me in after I went to an orientation scheduled by online national UPS. When I hear Approvals, accepted, hired or someone telling me they are going to do something for me UNTIL it's DONE then I believe it or trust it.
Honestly I never thought legit businesses would even do that type stuff being left hanging AFTER approved or won something. I'm worried if I try to turn in a 700 Million jackpot winning ticket and they say it don't count you didn't win and did! Or I become disabled apply for social security benefits and they send a letter i'm approved but never send the benefits at this point they have me thinking like this. Doing what they want to do showing their control and nothing we can do just walk on from their foolishness! We consumers no longer have rights and protections against these crooks!!!
The problem is customer support equals employees and that costs money. Companies don't like a lot of employees.
You can also press 0 repeatedly.
It's not about customers nor is it about service. It's: "We have you locked in , and were going through the motions to pretend we care about you, someday you'll die and we'll go on to someone else".
Forget about LYFT, call a cab! So much better. When ever you can, go directly to the box offices of the venue where the artist is going to perform and purchase your tickets. So many more of these box offices exist, they just don't want you to know.
Question do you think they give a 💩 ??
That is exactly what the Indian running for President wants! To inundate the US with Visa B1 holders to work in call centers taking good paying jobs from American citizens and have the American citizens fight with Undocumented Emigrant for low paying jobs?
Xfinity was the worst. And they have a monopoly of certain sides of chicago so consumers don’t have a choice. Anyway we just cancelled and have gone back to antenna
I’m looking at you, GEICO.
If I receive bad customer service, I'M DONE with that company.
Kudos to Discover having Real customer service representatives 👍
Try calling Canada revenue and getting to talk to someone. Hours on the phone and surprise surprise no solution except THEY lost the paperwork. It took 45 minutes to make an appointment for the doctor. This is outrageous.
It's just stupid when they have a local store and the number is for the local store but it actually reroutes you to the centralized automated system so you can't even ask if something is in stock locally
dont support the companies. simple. move on