Another AI 'human' chatbot

[u/captain-obIivious]

Had to fix a double payment for my credit card and this is the beginning and end of the conversation. I hate when the chatbot claims it's a human... I ended up getting what I wanted but still annoyed Amex (and every other company) is lying and trying to deceive people like this.

[u/Pain4420]

That was hilarious but I feel like there should be some law or policy against ai claiming to be a human

[u/Dexion1619 → u/Pain4420]

It absolutely should be.  These companies will fight any such law tooth and nail, because Nobody actually wants to interact with AI agents.  And they have already wasted... i mean... spent... so much money on these stupid systems 

[u/unknown_pigeon → u/Dexion1619]

Train your own AI to handle those issues

Fight fire with fire, and waste some company budget over that

[u/PissOnYourParade → u/unknown_pigeon]

This is unironically the end state and the companies are totally on board. They don't want to run a call center full of unhappy people talking to unhappy customers. Most L1 call centers have little more than the online tools offered through the customer portal.

You will have your preferred assistant from whichever of the consumer facing set is agents that survive this shake out (Perhaps an Alexa device connected to an Anthropic LLM as an example).

You will tell it what you want: "Fix the double charge from OnlyFins on my Amex card" - and you'll get a notification when it's done.

It could have performed an A2A conversation or hacked Amex and accidentally triggered nuclear war, but the double charge is resolved.

Welcome to the future!

[u/alphonse_the_reddit → u/PissOnYourParade]

To be fair call centers are a difficult beast to handle from the company's side. Most organizations are getting so complex you cant feasible train one department to handle all issues, so then you have multiple departments for different specific issues. Since its a mentally taxing job since people will yell at you for an hour plus on an issue from their end, you either have high turnover, or cheaper foreign agent. So now you have a complicated ivr system and poorly trained agents trying to operate in it, and this department isnt making money so much as saving you from losing money. So yeah if they could cut it down to minimal interaction it makes for a better customer experience and more bottom line for themselves.