Shah, the 31-year-old CEO and founder of Bengaluru-based Duukan, which helps merchants to set up online stores and sell products digitally, posted that "We had to layoff...
Honestly, support is kinda a good use case for it as long as they don’t rely on it to the max. There’s always going to be outlier problems. Phone support seems like one of those jobs that is demoralizing to do as a human, so why not strive to remove it?
This is a simplistic view of the scenario, of course.
If my problem could have been solved by a computer, I wouldn’t have a problem. If I ever resort to picking up my phone, it’s because I need another human to help me.
Unless your computer doesn’t have the knowledge base, training, or connections/features necessary to solve your problem. I lost access to my email last week because I forgot to update my nameserver when my provider switched servers. It’s not that I didn’t know what to do or how to do it, but I couldn’t log into my registrar account because it uses an email as a quasi-2FA challenge. I ended up needing a human to send me a 2FA(-ish) code via my on-file phone rather than via email so I could update my MX records. There was no need for me to talk to an actual human to get that alternate method, an AI chat-bot could have performed that function.
Part of the reason it’s demoralizing is that most of the time the poor support people don’t actually have the power to fix the problem that the person on the other end of the line is having. In many cases they’re punished for letting someone cancel service which is why you keep getting passed around until someone takes pity on you and accepts the hit to their metrics. I know sometimes people suck but I think we mostly suck when the systems we operate in make it impossible to lean into our humanity.
Dealing with AI support is horrendous, they don’t help. They mark as resolved quickly because they end the convo. I just stop dealing with them if I can.
Honestly, support is kinda a good use case for it as long as they don’t rely on it to the max. There’s always going to be outlier problems. Phone support seems like one of those jobs that is demoralizing to do as a human, so why not strive to remove it?
This is a simplistic view of the scenario, of course.
If my problem could have been solved by a computer, I wouldn’t have a problem. If I ever resort to picking up my phone, it’s because I need another human to help me.
There are many people who don’t troubleshoot like you. Tons of people go straight to direct support contact.
Right, so in that case, you’d eventually get to the 10% remaining support staff.
Unless your computer doesn’t have the knowledge base, training, or connections/features necessary to solve your problem. I lost access to my email last week because I forgot to update my nameserver when my provider switched servers. It’s not that I didn’t know what to do or how to do it, but I couldn’t log into my registrar account because it uses an email as a quasi-2FA challenge. I ended up needing a human to send me a 2FA(-ish) code via my on-file phone rather than via email so I could update my MX records. There was no need for me to talk to an actual human to get that alternate method, an AI chat-bot could have performed that function.
Part of the reason it’s demoralizing is that most of the time the poor support people don’t actually have the power to fix the problem that the person on the other end of the line is having. In many cases they’re punished for letting someone cancel service which is why you keep getting passed around until someone takes pity on you and accepts the hit to their metrics. I know sometimes people suck but I think we mostly suck when the systems we operate in make it impossible to lean into our humanity.
Dealing with AI support is horrendous, they don’t help. They mark as resolved quickly because they end the convo. I just stop dealing with them if I can.