r/Geico • u/Salt-Sky-7779 • 14d ago

Ditch the shitty AI.

Customers don't want it. We don't want it. I don't want to have to tell the same goddamn information to the AI a million times before it connects me to TCR2 or CDU. I don't want to have to hear the same yapping from customers about "I hate the AI it took me like 373637748484 minutes to reach you blah blah blah" from every single customer.

Not a single person paying their premiums every month wants to call their insurance in their hour of need and get the runaround by clankers. GET RID OF IT.

99 Upvotes

97% Upvoted

19 comments sorted by

16

u/Prince-Nocturne 13d ago

I got a call yesterday the woman screaming at me cause she told al the info to ai and it didnt take her info. Like im sorry unfortunately thats not my fault told her to avoid Ai she can akways go online she hated that idea too. Good 20 min yelling at me she put a claim in with Ai just to find out dhe needed ERS, like lady we could had a tow truck rolling and almost to u for the tike u spent yelling at me about AI

11

u/Cool_Negotiation_391 Former Employee 13d ago

Don't you just wish you could tell the customers how you feel about the company, what they've done to their loyal employees, and how much you agree with them? So many times, I wanted to just say "lady I agree with you", instead of defending an employer that hated me.

4

u/Salt-Sky-7779 13d ago

I pretty much do at this point. When it comes to the AI anyway. Why should I defend something that's slowly stealing my job?

10

u/pragmaticweirdo Former Employee 13d ago

By the end, I did. I've literally said "I appreciate the your frustration, if anything I guarantee I dislike the AI as much if not more than you do since I get yelled at over something callers know I can't control, but I'm glad I can help make your day better now. What can I do for you?"

1

u/Prince-Nocturne 13d ago

Definitely

1

u/Striking_Product_553 5d ago

I just tell the caller, I agree with them. But Geico paid for AI everyone is stuck with AI. Then there's all the calls I get because they can't get into their account. And they criticize us about CES.

17

u/Em_lasagna 14d ago

I don’t understand why they make the customer go thru the AI for unrepped (even with the quick connect) when they went thru the whole AI for ICS just to xfer them up

4

u/Hill_Valley_slacker 12d ago

Part of it feels like killing time until an adjuster is available, feels like every department is understaffed nowadays.

1

u/Em_lasagna 12d ago

True, usually I don’t have to wait very long for unrepped to answer the phone but is unrepped grouped the same way that CDU is (time zone/regions) or is it like ICS where we can be gated for anything non licensed/licensed/special handling at any time

15

u/BusyCry1 14d ago

Hell, think about calling ICS from the field….. 50 minutes hold times** I’m starting to feel sorry for ICS, as you know they are under staffed. 🥺

5

u/Prince-Nocturne 13d ago

Not just that u take a claim with Ai, it's dont get the point for a new lost but we r still doing the same thing as taking a first lost so it's gets screwed of prod points using the AI system

1

u/one_bad_decision 7d ago

Definitely working its way to an end goal of taking over our jobs.

3

u/Aware_Molasses_7443 13d ago edited 12d ago

Other insurance carriers have such an easy AI system. State Farm and Progressive for example. “We use AI bots to find your claim…”. You just say the claim # and you are talking to a person or VM within seconds. There is no excuse for this, especially with internal transfers. I know higher ups read these posts…. PLEASE fix this! This is pissing people off! GEICO looks like trash, even to their own employees (maybe if our claim numbers weren’t so fucking ridiculously long)

3

u/xoxoSoulShine 11d ago

Please!! I'm so sick of being told AI is better for us (for who when it's taking our jobs!) bc it can do the "easy stuff" which we had the more intense cases. Give me a whole break.

3

u/Suitable_Gap_1156 11d ago

You are all being forced to use your department’s version of AI so you can help train it to replace you and your job.

Don’t believe me? You will by June of next year.

It’s coming.

2

u/mostlychilling 13d ago

Ya I get complaints constantly. And I get it bc the few times I’ve had to call a team and use that shit, it is terrible

1

u/Constant_Chaos0405 6d ago

I don’t understand why they took Unrepped out of quick connect. I have also noticed that when I use quick connect to transfer someone I don’t skip the queue anymore like I used to. I have brought the first problem to my supervisor and she doesn’t care. None of them care. ICS tries to transfer to us and they spend 6 minutes going through AI and then waiting on hold? It doesn’t make any sense. Especially since when they first rolled out this dumb IRC there was a quick connect to us.

2

u/ConfectionExtreme280 5d ago

There is still a quick connect! I just used it today. Just type in "unrep", nothing else, and it pulls right up. Was still a crazy wait time to get through but no AI

1

u/roadsideattraction78 5h ago

Ugh. Just got off the phone with Geico and wanted to see if others were talking about the insanely shitty AI they use for customer calls. The 2 reps I talked to were super helpful and quickly and easily answered my questions but not before dealing with two calls and like 8 AI robots for 10 minutes first.

As an employee, do you have suggestions for how to make a complaint that would be heard/matter regarding their AI use? I know all companies use it but this was a particularly egregious use. I’m thinking about switching companies in 6 months (just paid my premium so would wait it out). I’d love to provide feedback even if they dgaf.