I’m curious how long it’s going to take for AI to improve customer service drastically.
For many reasons, great customer service is difficult to find these days. Today, I was on the phone for over a half-hour attempting to get a simple question answered.
The automated prompts failed to connect me to someone who could help me. I was transferred to a system of customer service representatives who failed to help me. My call was routed back to the same individual who initially failed to help me. I asked to talk to her boss. Eventually, he answered my question and promised my concern would be addressed.
It was a miserable experience. And it was not atypical!
I think AI today is almost good enough to provide a much better customer experience. A quick online search indicates I’m not the first to consider this issue.
Customer Service in the Age of AI discusses the need for “intelligent experience engines”. The idea is to provide personalization throughout a customer’s experience at a scale that only large companies can manage.
So while AI may not help “Mom and Pop” joints improve their customer service, it’s already making the largest companies even larger.
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