> Some companies try replacing call centres with AI, but it doesn't really work and everyone hates it.
I think this is much closer than you think, because there's a good percentage of call centers that are basically just humans with no power cosplaying as people who can help.
My fiber connection went to shit recently. I messaged the company, and got a human who told me they were going to reset the connection from their side, if I rebooted my router. 30m later with no progress, I got a human who told me that they'd reset my ports, which I was skeptical about, but put down to a language issue, and again reset my router. 30m later, the human gave me an even more outlandish technical explanation of what they'd do, at which point I stumbled across the magical term "complaint" ... an engineer phoned me 15m later, said there was something genuinely wrong with the physical connection, and they had a human show up a few hours later and fix it.
No part of the first-layer support experience there would have been degraded if replaced by AI, but the company would have saved some cash.
I think this is much closer than you think, because there's a good percentage of call centers that are basically just humans with no power cosplaying as people who can help.
My fiber connection went to shit recently. I messaged the company, and got a human who told me they were going to reset the connection from their side, if I rebooted my router. 30m later with no progress, I got a human who told me that they'd reset my ports, which I was skeptical about, but put down to a language issue, and again reset my router. 30m later, the human gave me an even more outlandish technical explanation of what they'd do, at which point I stumbled across the magical term "complaint" ... an engineer phoned me 15m later, said there was something genuinely wrong with the physical connection, and they had a human show up a few hours later and fix it.
No part of the first-layer support experience there would have been degraded if replaced by AI, but the company would have saved some cash.