Receptionists and call centers. Really, I have first hand experience.
The ai is infinitely patient, can handle infinite calls at once. The caller experience is often higher because they don’t have to wait on hold or get a call back, it’s getting better at solving harder problems.
This is probably a good thing as these tend to be shit jobs with high turnover. Dealing with angry people for hours on end isn’t great for anyone long term.
AI as customer service is shit. I wasted an entire day waiting for an electrician to show up while the clanker I was texting to kept reassuring me the techs were on the way. They were supposed to arrive at 4 and by the time I gave up on the company it was 10. It turned out it never even alerted the techs to show up at my property. Humans are way better even if you have to wait for them to call back, they can be held accountable at least.
I’m not going to deanonymise myself, or show call logs that would reveal PII like phone numbers or names. So I get the feeling there’s nothing I’d be willing to show you that you’d be satisfied with, unless you really do just want to see anonymised call logs, but that would be just as easy to spoof as to actually print.
I am not trying to get into an internet feud about whether you’re right or not, I legitimately am interested in seeing proof that AI is replacing human workers, while providing the same or better product for cheaper.
I have heard a thousand supposed stories, but when you get into the data it all ends up being marketing ploys that vanish like a mirage on any kind of research.
I don’t care if it’s your call center thing or something else. I have been looking for this and asking in different places for examples and haven’t found any. It’s not even just my AI skepticism that’s pushing my curiousty, I would love to know what to actually invest in if any of this did work.
So, mine has a fallback of transferring to a human if it cannot help with something or fails to help the caller. Our contracts are such that we get paid only for resolved calls that don’t transfer and achieve what the caller was trying to do. So it’s basically a vanguard to reduce call volume hitting employees. The resolution rate started around 50%, but it’s climbing to around 60 with steady improvements and better voice models.
I have yet to use AI to solve any actual problems faster than I could have solved them myself because I am constantly to having to go back and check every aspect of its work.
Receptionists and call centers. Really, I have first hand experience.
The ai is infinitely patient, can handle infinite calls at once. The caller experience is often higher because they don’t have to wait on hold or get a call back, it’s getting better at solving harder problems.
This is probably a good thing as these tend to be shit jobs with high turnover. Dealing with angry people for hours on end isn’t great for anyone long term.
AI as customer service is shit. I wasted an entire day waiting for an electrician to show up while the clanker I was texting to kept reassuring me the techs were on the way. They were supposed to arrive at 4 and by the time I gave up on the company it was 10. It turned out it never even alerted the techs to show up at my property. Humans are way better even if you have to wait for them to call back, they can be held accountable at least.
Hasn’t happened yet. India actually has filled more call center jobs lately.
I’m literally building it and selling it. Tens of thousands of calls per day.
Receipts please
I’m not going to deanonymise myself, or show call logs that would reveal PII like phone numbers or names. So I get the feeling there’s nothing I’d be willing to show you that you’d be satisfied with, unless you really do just want to see anonymised call logs, but that would be just as easy to spoof as to actually print.
I am not trying to get into an internet feud about whether you’re right or not, I legitimately am interested in seeing proof that AI is replacing human workers, while providing the same or better product for cheaper.
I have heard a thousand supposed stories, but when you get into the data it all ends up being marketing ploys that vanish like a mirage on any kind of research.
I don’t care if it’s your call center thing or something else. I have been looking for this and asking in different places for examples and haven’t found any. It’s not even just my AI skepticism that’s pushing my curiousty, I would love to know what to actually invest in if any of this did work.
So, mine has a fallback of transferring to a human if it cannot help with something or fails to help the caller. Our contracts are such that we get paid only for resolved calls that don’t transfer and achieve what the caller was trying to do. So it’s basically a vanguard to reduce call volume hitting employees. The resolution rate started around 50%, but it’s climbing to around 60 with steady improvements and better voice models.
I have yet to use AI to solve any actual problems faster than I could have solved them myself because I am constantly to having to go back and check every aspect of its work.
It’s very good at small changes where you just can’t find the documentation, huge timesaver for such things.