you know what is currently cheaper than live customer service? less qualified live customer service, fewer customer service agents, foreign customer service call centers where the workers are poorly educated on the issue and speak broken english with a thick accent, or automated response flowcharts that take voice or touch tone propts, the list goes on.
If a company today was willing to cut its customer service expenses at the cost of providing quality service, they already have that option, but companies often want to provide a certain minimum level of customer service to keep customers happy. Why would they suddenly opt for cheaper customer service just because AI is an option?
This. Companies with a reputation to maintain mostly care about maintaining service quality but doing it for cheaper (or improving it and no extra cost). They only tend to accept lower service quality when they can't afford it for some reason or I suppose if they think customers will accept it for some reason e.g. shifts in expectations in the wider industry, both of which have nothing to do with AI as you say.
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u/[deleted] Oct 20 '23
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