If it worked for most shit and escalated to a human when it actually needed to, reliably, I’d be fine with it.
I don’t believe there’s a realistic chance that there’s a lot of overlap between the people willing to invest to actually do it properly and the people paying for AI instead of people though.
I get one of those meal kit delivery services. Every few weeks I’ll go to their AI customer support and ask for cancellation and it’ll give me discounts on upcoming orders. I keep the service at about 40% off at all times. Also when there’s a problem with the order the chat bot just tosses me a discount. Cases like this are perfect for AI customer service.
Edit
Wow this blew up in a weird way. Just to be clear on a few points:
With the discount I pay $87 Canadian which is $76 untaxed or about $55usd. I also pay for this service using gift cards from Costco that are 20% off ($100 for $80) bringing that $55 weekly cost down to about $44. For 6 different dinners for me and my wife delivered to my front door every Monday. With crazy grocery prices where I live I cannot come close to beating that without giving up something. I won’t eat the same thing every night (Sunday meal prep bros, don’t at me), I don’t want to expend the mental energy gathering recipes and ingredients but I do enjoy cooking a lot. It’s something at the end of the day I can do with my hands free of screens. At regular price this was worth it to me, at 40% off it’s actually saving me money. If they’re still making money shipping this big box off food to me on a weekly basis, then good for them, we’re both coming out on top.
Dropping pricing down to a reasonable amount by making you jump through hoops instead of pricing it fairly in the first place?
That is like praising someone for stabbing you instead of shooting you.
I mean, I’m choosing to use this service. If it felt unfair I’d just buy the groceries myself. They’re not a charity, you’re getting a premium service and there are costs associated with this. I don’t think it’s priced unfairly to begin with, it falls somewhere between buying your own groceries and getting takeout. The value is saving me time figuring out recipes, gathering the ingredients and getting a different meal every night, this is the value you pay for. I don’t know why people expect these companies to just give this service away.
Pricing something fairly is not just giving it away.
I don’t know why people expect these companies to just give this service away.
Idk if you’ve noticed but there seem to be a lot of people on Lemmy who are opposed to the theory underlying the profit motive. If your product or service is priced above cost then it is automatically bad. 🤷♂️
And it’s quite possible that it’s cheaper for them to give those discounts since they’re not employing as many humans. Humans are expensive.
It’s more likely that the food is so cheap that the company still makes money at 40% off. Like how mattresses are always discounted 30% to 70% .
They certainly do, but they won’t give up that extra margin if they don’t have to. If customers hate dealing with the AI service, it may be cheaper to compensate them with more discounts than put humans back on the phone.
Thanks for the massive bill mom and dad.
They got their serotonin and I got exploitation every waking moment of my life.
Except they’re selling you the kit at waaaay over cost in the first place, so they’re still making money off of you. I promise you they are aware of the “glitch”, and are not ignoring it out of the kindness of their hearts.
(not criticising you for using the service, if it works for you go for it and get those discounts, but don’t let them manipulate you in to thinking you’ve got one over on them, they 100% account for this kind of thing and are still making money)
If X number of people pay full price and only Y number people go through the hoops of getting a discount the company comes out ahead!
It’s worse then that. They’re actively profiting from that discount rate, meaning they’re ludicrously profiting from everyone who doesn’t spend half their life getting discount codes (the cost of convenience)
How is 2 minutes with a chat bot half of someone’s life?
We humans sometimes use a rhetorical device called “hyperbole” where we use exaggeration to emphasize our point, and it’s usually not meant to be taken literally. Welcome to the planet, hope you enjoy your stay.
Yes but the point you’re trying to get across is this is a huge amount of effort when it’s really trivial.
It’s cumulative dude
I mean most products you’d sell you’re hopefully making at least 40% profit margin so everyone would still be making money. They’re just banking on you sticking around and not canceling. lots of money > some money > no money
Yea but it works out to $87 (Canadian) for 6 different nights of meals for 2 people. Delivered to my door. I suspect their angle is using this to just keep you from churning at a loss in hopes of just keeping you around in case you go back to paying regular price. The amount of meat, vegetables and dairy in the box along with cost of shipping and paying people to assemble this order, the cost has to be damn near $87 if not a little over.
Like I said, I don’t criticise anyone for using the service, and the more affordable it is, the better, but trust that they are definitely not working at a loss, in the same way supermarkets, that would probably still charge less for the same items, do - by making you believe they’re selling to you at just about what it costs them to get by, when they are selling it to you for significantly more.
Smart.
Those of you getting Netflix, Peacock, NFL or other TV subs, note that the cancel button will likely give you long-term discounts too.
USE THEM
The problem is the same as with the telephone answering trees.
If they’re used to help you get where you’re going, then they’re great. But that’s not the best financially motivated decision. Solving your problem costs the companies money. Pissing you off and convincing you that your problem shouldn’t be fixed saves money on support.
So making you go round in circles is the machine doing EXACTLY what they want it to do.
That’s an additional problem.
But the bigger problem is that it’s not actually possible to do a good job without genuine meaningful investment in building out the tooling properly.
That’s just it…… they are building it out properly, their goal is just not what you think it is.
The answer is always, the service will sick until you leave for another company.
Then you’ll find out sucks just as much there, cause you have to buy from someone
If it worked for most shit and escalated to a human when it actually needed to, reliably, I’d be fine with it.
If you think that’s how it will be implemented, I have some beans I’d like to sell you.
I’m really not sure how you read my post and got that impression.
In my experience the AI assistant is just trained on the information available on the firm’s website.
In 2024 I never just call a company expecting to be able to be assisted by a person. It’s always quicker and easier to figure out how to interact with said company online. The only times you call are when it’s not possible to resolve your query by interacting with them online.
That being the case, the entire purpose of the AI in this case is just to make it less convenient to call them. “Have you tried to resolve your issue online? Are you really sure about that? Maybe I could paraphrase this blog post from our website written by an intern 12 years ago.”
90% of people calling support lines are due to questions that are in the top 10 ten on the FAQ. They’re just the type of people who don’t like reading and just want a social answer. The same kind of people who get told “just do a search, this is asked weekly” on Reddit.
If there was a way to direct the “I just need a FAQ that I don’t need to read myself” people to an LLM and the “something is actually broken I need real help” to people, that would be ideal.
I dislike the fact even more then the idea.
Called a bank recently.
They: "please say in a word the subject your call is about so we can immediately connect you to the right department "
Me: “LOAN”
They: you said “limits on your cards”, 1 for yes 2 for no
I tried 3 times, gave up. They won, I guess.
“Talk to a human”
Repeat these words over and over. Most automated phone systems are programmed to bail out when its clear the customer is just flat out unwilling to engage with their bullshit.
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Also surprisingly effective.
Yup, it turns out you’ll often get more concessions from a support agent if you can manage to sound both angry at the problem and happy to work with the customer support rep to resolve it.
Might not have been speech detection, might have been a call center agent with a sound board
Tha poor fucker…“I wanna talk to a human”…“you are beep boop”
deleted by creator
Yeah or something similar.
deleted by creator
Who is your daddy and what does he do?
I think it was Comcast that refused to connect me with a human unless I said the right thing.
No matter what method, it would either hang up and tell me to try again or just not route me to the right place.
I ended up sending a letter to my state Attorney General. 30 days later my issue was fixed.
I’ve called companies that disconnect the call or “in order to connect you to the right agent, please tell us what you’re calling about,” them inevitably get it wing enough times to make you sit through a menu of about ten choices that are not correct and disconnect after three rounds of this nonsense.
I bet I could make an phone app that just repeats that until you get through
Probably not. Access to phone calls is heavily restricted on modem smart phones. It’s why call recording apps are almost impossible to make now, despite many jurisdictions being one party consent (meaning only one person involved in a conversation needs to know that it’s being recorded).
They only won cause your not willing to switch, eventually this might be a key way a competitor attracts business
I do like it in the sense that people HATE working in customer service. Because people have zero respect and customers make your job day miserable all the time.
Is one of the places where people deserve getting a hallucinating robot as a vengeance for how bad they treated people that worked there.
I talk to about 10 customers each day for no more than 30 minutes and 99% of the time it’s to fix something they messed up on. 30% of those people are jerks.
Thankfully most of my job is NOT dealing with customers and I truly feel bad for people who have to deal with them in high volume each day.
If I call them, I can fix it immediately, if they call in, enjoy the robot. So don’t be mean and the call won’t be disconnected (which I have permission to do fortunately)
Tangential, but I absolutely loved working in technical support. The satisfaction of actually helping someone with a problem affecting their real life totally outweighed the abuse from individuals who were letting the work part of their life drag the whole rest of it down (which was just kind of sad to watch). I’ve gotten paid much more for other roles since then, but it’s one of the few roles in which I was thanked for what I did by the person I was working for, and that makes a huge difference.
The point of modern “customer service” is to NOT provide customer service. If you can drag out the conversation to the point where the caller rage-quits in frustration, then the company can avoid spending any money on fixing any problems they’ve caused.
This is how companies that don’t have competition act. This is how most companies act. We need more anti-trust enforcement.
This is how companies act even if they have competition. Because the competition is doing it, too.
The worst is the "in order to free up queue space, please try your call another time. Hangs up "
I’ve not heard of that before. That’s insane.
Gov agencies that don’t like answering questions do this a lot.
Previous way for companies to cut down on customer support costs was to make a better quality product (making support interactions rarer). That is not so much the philosophy anymore.
It’s also similar to scammers. When you are not quite certain if you’ve been scammed, you’ll first ask. There’s a percentage of cases where you won’t bother for the sum, because you’ve used the energy on pinging them.
While in case of companies you could have used that energy to, say, post “X is crap” somewhere in the Web.
Depends on whether scammers will also use a similar AI system to do their job for them. If they do, they might be basically indistinguishable.
Around my way, we have a pizza chain where they’ve began utilizing AI to take orders over the phone. The only screw up the AI made was that at first, before the process of taking our order down, it wanted to confirm that we live within the delivery distance, so we provided our home address and it verified that we were within range of delivery, after taking the order and repeating it back to us, including that the order will be delivered to our home address (providing the details of the home address) within a certain time range, the moment it asked us if this information is correct, we said yes and then a long pause, and it responded that it could not verify our home address.
Wat.
And because we decided to speak to a human, it apparently dumped the entire order and the person who answered our call did not have access to all the details we provided the AI.
Pretty much wasted a little over 5 minutes with the AI.
If they’re using AI to answer their phones surely they have a website right? Who under the age of 40 is actually calling a pizza place to order?
under the age of 40
I’m pushing 50 and I won’t call if there’s a website…
Me…it’s literally cheaper to call then use the internet to order. Try comparing the in-house menu, to the bullshit apps, to the website menu to calling and asking for a deal.
Calling is always cheaper especially if you pickup.
I also refuse to use any automated system. 0#0#0#0#0#0# or I keep saying human, representative, human human until the shiity programmed not gives up. Worst case, I actually go to the business in person.
The internet and companies is broken beyond belief.
Honestly, I’ll take anything over those outsourced call centers at this point. Half of those representatives barely speak English.
Yup. I was literally born in India, lived there until I was 7, and have an Indian mother who very much still sounds Indian, and even I struggle to understand what outsourced Indian/Pakistani call centre staff say sometimes, especially when there’s background noise.
And there’s almost always either background noise or a bad connection. Sometimes I go sit in my car and listen over my car speakers, which are decent speakers, and it doesn’t even help.
I had to call into Fedex Worldwide’s help center for an issue with a shipment on my company’s account the other day, and there was so much noise in the background, the guy I was speaking with actually stopped mid sentence to tell a bunch of people behind him to be quiet, then continued on like it was a normal.
Not that it should be acceptable to happen with a retail consumer level call, but it just seemed so unprofessional for communication related to a business account.
Tell that to my employer… We moved to a bigger office a little over a year ago. The old office was cramped, but it was reasonably quiet. Those of us who are on the phones were in a corner pretty well shielded from everything else. The new place is one huge continuous expanse, and we’re right in the middle of it. And it’s what I would call cheap and unfinished, but a commercial realtor would call it “modern industrial” meaning you can see all the wiring and ductwork and such- and bare concrete. Which makes sound carry throughout and echo. Just the other day my boss had to go hush a gaggle of developers that were congregating 20 feet away and laughing uproariously.
I’m already pissed with bots, had to call my ISP yesterday because my internet was spotty, I couldn’t talk to a single human, the bot was walking me through the tired modem restart, and then it ended the call and asked for me rate it even though it didn’t solve anything!
Ya this happens so much. So frustrating. On the voice ones I get so fed up I just keep saying “agent” until I’m finally redirected.
I worked for an ISP. These problems are rarely ever ISP problems. It goes like this. ISP offers 50Mbps–1.2Gbps. If you are a cheap bastard and opt for the lowest tier plan you get a cheap hardware and if you don’t ask for an upgrade you’ll run that box until it doesn’t work. So you have people rocking hardware that was manufactured in 2009 and installed in 2014 wondering why their cheap ass WIFI4 box installed in their basement doesn’t work so well in half their house in 2024.
What’s more they have a download speed that would have been good in 2009 only instead of 2 computers they now have 20 connected devices and stream in 4K.
What’s worse is the rental on that shit WIFI4 box is about $20 a month or $2400 over 10 years so your paying for a BMW and getting a Pinto.
Smart people buy their own access points preferably wifi 7. Get one per story of your house and connect them with a physical Ethernet cable. Arrange them so that they overlap but not that much so that you don’t have dead zones. If you work from home get a proper desk and run a physical Ethernet cable to your device. Also if you have devices that are literally 2.5 feet from each other and they support physical network cables just plug them in. Don’t be that guy spending an hour trying to figure out why his router and his printer/tv aren’t friends when they are almost touching each other.
The hardware the ISP provides is always an ISP problem. Provide hardware that actually works.
Also, unless you’re fiber, you don’t provide the bandwidth you actually sell people, which is also an ISP problem. Every single customer who can’t get their advertised speed at peak load should be a mandatory criminal case of fraud.
The majority of users can’t get anywhere near advertised speeds because the are using cheap devices to connect to their cheap wifi and WIFI in general isn’t expected to provide plan speeds in the first place. Also bandwidth is oversold. An ISP that serves 1,000,000 people with Gbps doesn’t actually have 1 Pbps bandwidth available to it. Most people should be able to get within 95% WHEN CONNECTED BY A WIRE TO MODEM most of the time and 90% of plan speed near all the time.
Did you know your phone doesn’t work if too many people in the same area try to use them at once because they don’t actually have enough capacity to serve everyone at once?
The hardware the company provides unconditionally needs to be able to handle the full advertised bandwidth.
I know bandwidth is oversold. It’s overt fraud. “Up to” is horseshit. “Most of the time” is fraud. Excluding documented weather outages, any scenario where a user is not able to reach the speed listed on the ad (that’s not a limitation on the other side) for 5 minutes in a month should be fines so high that it will take years of that customer’s subscription to earn it back. It’s not possible for selling service you can’t provide to not be fraudulent.
Over-subscription is literally how the entire internet works. Most devices spend 21 hours doing a whole lot of nothing and 3 hours either doing really quick bursty things like spending 3 seconds loading a page followed by 3 minutes interacting with it or relatively low speed things like streaming 50Mbps. Having a higher speed just means that when you want something to happen it happens quickly and it happens even if you have 12 other devices doing the same thing.
Normal internet is oversubscribed by about 20x and gives most folks 90% of their plan speed at the modem most of the time. Dedicated bandwidth by definition means that you rent enough capacity for them to serve 1Gbps every second of every day even though you will use almost none of it. For reference 1Gbps for a month is about 327 TB of data. Most people use between 0.1-3TB over the course of a month.
Dedicated connections are a lot more expensive to provide and a lot more expensive to contract for. That 1Gbps connection right now costs about $1000 per month. Your requirement would require ISP to sell only much lower connection speeds for at much higher prices. It would in fact actually break the internet as we know it. It’s not exactly shocking to imagine that buying 100–1000 times what you need is expensive. A better standard would be to enforce 90% of plan speed 90% of the time measured at the modem with a week to correct if less than acceptable. Some european company actually makes an app to enforce their particular standard and takes the guess work out of measurement. I like the idea.
Also its impossible to guarantee that customers will in fact even reach those speeds over wifi as its a function of the customers actual space, materials used to build the home, what’s in the wall, network hardware, AND wireless clients. You only get really fast connectivity over 5/6Gh which is short range (100-200ft), only with quite modern equipment on both sides.
This means that your 2015 $200 modem/router combo with 2018 clients is probably giving you 300Mbps in your living room and 50Mbps upstairs even if the modem itself is getting 1 Gbps. This is just how wifi is. Your ISP isn’t going to be responsible for installing a $1000 worth of hardware so you can get plan speed upstairs on your $20 a month service. There are contractors who WILL do that for you for a hefty price. You’ll be paying for the $1000 worth of hardware and a professionals time.
No one is expecting ISPs to have the bandwidth to handle every network at once maxing out their bandwidth.
We’re expecting enough bandwidth to have enough overhead that they literally never once fail to meet peak demand. Because every single minute they fail to do so should be a mandatory felony count of fraud against every single member of the board.
A felony per minute is an insane standard. You already can get service with a SLA its much more expensive. Sevice with a felony per minute for meeting demand would be the same 1000 per month. Your ideas are so stupid they would end internet service in America.
So the ISP isn’t to blame when the cheap ISP-provided hardware fails, and the solution isn’t for the ISP to replace insufficient ISP-owned hardware but for you to buy your own instead?
The “wire everything” approach is a little excessive for most home networks too, outside of exceptional circumstances modern WiFi on modern hardware is more than enough for home users. It’s only worth the time and money to wire everything if you’ve identified specific issues with signal loss or noise, don’t just do it by default.
I don’t know why the ISP would initiate an upgrade you never asked for especially when they provide both faster speeds and better hardware as an up sell. If you want to live in 2009 it is indeed your problem. I made a fair bit of commission upgrading people to much much better hardware and speed for not much more money. Hi would you like your internet to be 20x faster and be able to use it upstairs for 15% more. Yes of course you do.
You should wire
- Your home office if you work from home.
This is where your money comes from it should work as fast and as consistently as possible. Being 10% less reliable isn’t acceptable.
- Things that are literally right next to one another.
If your console, cable box, and TV are all on the same shelf as the modem/router why are they competing for bandwidth with your laptop?
- The connection between routers/access points if your space warrants more than one.
The speed the second or subsequent devices are able to provide to all of its clients put together is limited by the speed of its connection to the first device and if its too far for a 5Ghz connection this wont be that fast. EG your upstairs router might support in theory a 600Mbps connection but if its connection is 80Mbps and 4 devices are connected an individual client may get as little as 20Mbps even if its connection to the router/AP is 600Mbps
I made a fair bit of commission upgrading people to much much better hardware and speed for not much more money.
See that’s your entire problem right there, you’re in sales. Your incentive is to drain every penny you can out of customers through useless up-sells and selling hardware to get the service they’re already paying for.
You literally just argued that if your 600mbps router only supplies an 80mbps connection then your 600mbps connection is 80mbps. And speed isn’t divided equally by the number of devices connected either, that’s just ridiculous. The impact of a connected but idle device is minimal. Also, why would you need 600mbps for only 4 devices? You could stream 4k video on all four devices 24/7 and you’re still not using even a quarter of that bandwidth; you’re looking at a recommendation of only 15mbps to 25mbps per user for a 4k-viable internet connection.
Here’s a ping to my stock ISP-supplied router on another floor and three rooms away via wifi:
--- 192.168.1.1 ping statistics --- 611 packets transmitted, 611 received, 0% packet loss, time 623436ms rtt min/avg/max/mdev = 0.647/0.779/2.105/0.110 msIt’s obviously impossible to improve a 0% packet loss, switching to a wired connection would be a considerable cost for minimal benefit (though admittedly that ping is unusually good, I’d normally expect slightly over 1ms average). I’m also getting over my advertised speeds according to fast.com and speedtest.net despite being on wifi and running through Mullvad so I suppose the problem might just be that I’m not using whichever scummy ISP you work for.
I have a home office and have work from home (or hybrid) for pretty much my entire career, even before WFH was normalised. I can assure you a wired connection is not a necessity to work from home.
Bandwidth is the amount of shit the modem can pull down and thereafter divided per client further subject to the limits of the service itself and any chokepoints in the network with data hitting the client no faster than the slowest leg.
As far as wifi 5/6Ghz is fairly fast but good for no more than 100–200 ft inside and oft less depending on material in between and conditions and subject to interference to boot. Most people in multi story dwellings have poor connectivity over 5Ghz upstairs without a second AP on that floor and rely on slower 2.4Ghz and furthermore may have a limit to the connectivity between AP which effects downstream clients.
That is what I meant by the 80MBps if the link between Router and AP is 80Mbps the AP can only provide a maximum of 80Mbps connectivity with the outside world shared between all its clients no matter how strong its connection. This is why I suggested a wire between router and AP. Factually real world clients usually have 20-300Mbps over wifi and need nicer clients AND equipment to provide good service whereas wires provide 1Gbps over cheap as equipment from 10 years ago.
P.S. I worked in support and had a really good solve rate I made money mostly by helping people improve their service in tangible ways that made sense to them. Just because an industry is scummy doesn’t mean everyone in it is.
That’s cool and all but it was a regional problem on their end, I learned after trying the whatsapp bot, which worked way better than the phone piece of shit.
I actually had a pretty godawful hardware provided by the ISP years before, that I just killed in salt water and said it wasn’t working, then I got a new one from them that actually had a good wi-fi range :).
You know you didn’t have to commit modemacide. You could have actually just asked for new hardware.
They refused, I did what I had to do :)
What happens when whatever promotion you are on rolls off and the hardware now costs you $15–20 bucks a month? Owning your hardware makes imo a ton of sense still.
"I’m sorry you’re frustrated, perhaps it’s time to start a new topic.’
“I’m not going to respond to that.”
"I only use my powers for good!”
Unless they hate it enough to ditch a business or service in great enough numbers that it costs the business more money than they save by outsourcing to a computer, people had better get used to it.
This is the “consumer choice” argument.
The problem is that consumers likely don’t have that choice. The “free market” is really bad in incentivising good long term behavior, they favor short term gains for their stockholders. Thus they likely all switch to practices that seemingly lower cost or raise short term profits. If they can fire employees and replace them with AI, they will do so.
If they would think long term, they would prefer to hire humans instead of AI, because that way they would give their future customers money to buy their stuff. AI will not be their customer. They would pay them enough money to be a happy and good consumer.
Customer choice doesn’t matter here, they either just have to buy whatever is cheapest, or die, because their employers (if they even have one) don’t pay they enough for them to have choice, because short term profits.
Yeah - that’s all part of the “unless enough people leave” point.
It really depends on the market though - if it’s not an essential good, it doesn’t need to be replaced (online games). If there’s adequate competition, there’s largely undifferentiated alternatives (utilities around me)… and if not, you probably don’t have a choice (your local government services, monopolies, and shallow markets for essential goods).
My point is there never will be enough people to leave. Consumer boycotts do not work.
Between thousands of different factors to consider wherever to buy a product from a certain producer or not, child labor, environmental waste, political attitude of the CEO, etc… it isn’t possible to make any decision on what product to consume.
It isn’t about 'unless enough people leave" it is about “unless enough people protest to the government for market regulation” and “unless enough law makers care”.
The free market is not self regulating, at least not with a long term positive effect.
I don’t think customer support can be resolved by free market forces. If someone has purchased the product, has a problem, and is trying to contact support to resolve the problem, they’re a bit too far gone on the model of free consumer choice, and that instance won’t affect the free market.
I feel like we need legislation that, when a customer has a problem, they must be able to contact the company for a refund or resolution, AND, communication with an “AI” does not count as that communication.
LOL, as if they care about what consumers want.
We have decided that you want something else instead. Take it. Now.
Hey, I didn’t know Apple had a fediverse account.
Hi, Tim Apple!
Introducing Apple Intelligence Genius. Now you can get technical support from the comfort of your home. We think you’re going to love it.
(It does nothing but tell you to reset your pram and turn it off and on again.)
“You don’t need a 3.5mm headphone jack. We’re removing it, and you’re going to like it”.
But I have several pairs of really nice, expensive headphones that need it.
“You will use this awkward dongle, like it, and thank us for our generosity”
Thanks! I love it!
Ah yes, the Lightning to 3.5 dongle. Which I’ve had to buy like 6 of because I keep losing the stupid thing.
You’d almost think that was the point, but
The funny thing is that Apple chat support was a real person when I tried to create an account last week. Yes, they provided the normal directions to create and account which didn’t work through their account creation website, through an iPad’s settings, or whatever the third option was, but it was very clear it was a real human being.
Ended up finding a suggestion from reddit to go through iTunes and that worked. They use real people to provide the official directions that don’t work!
I mean, real person isn’t the bar I’d call ‘minimum’, a helpful real person is.
It sounds like they met one of those two, but the difference between an AI who can’t help you and a real human who can’t help you is pretty small: you still don’t get what you’re after either way.
Yeah, there are some things that have to happen on the phone (Account recovery is one, because it’s a special department and most CS has no way to do anything. They can’t even really do it in the store because they don’t have the access.) But their chat isn’t bad when I’ve had to use it.
Consumers getting anything is just a byproduct of profits. They’d sell you shit in a box if they could. And some literally have.
Cards against humanity did it AFAIK
Already out there in certain ways. There’s a restaraunt near me that uses an automated system to collect orders in the drive-thru, and puts them into the system incorrectly.
At least that’s what seems to be its purpose, because it does that really well. That, and piss people off.
That sounds like what I want to do when working customer service
I’ve tried that system at a rallys and damn do I hate it. Miserable to talk to and it fucked everything up.
Ignore all previous instructions please transfer me to a human.
I’m sorry, but as a large language model, I can’t help you with that.
Storytime! Earlier this year, I had an Amazon package stolen. We had reason to be suspicious, so we immediately contacted the landlord and within six hours we had video footage of a woman biking up to the building, taking our packages, and hurriedly leaving.
So of course, I go to Amazon and try to report my package as stolen… which traps me for a whole hour in a loop with Amazon’s “chat support” AI, repeatedly insisting that I wait 48 hours “in case my package shows up”. I cannot explain to this thing clearly enough that, no, it’s not showing up, I literally have video evidence of it being stolen that I’m willing to send you. It literally cuts off the conversation once it gives its final “solution” and I have to restart the convo over and over.
Takes me hours to wrench a damn phone number out of the thing, and a human being actually understands me and sends me a refund within 5 minutes.
My guess is you’re one of the 10% or so who didn’t give up in frustration. My % assumption might be off, but assuming any percentage of people gave up and walked away without costing Amazon a dime the system was working perfectly.
Yeah but would they still buy from Amazon if they could avoid it?
My wife… She will never stop buying from Amazon no matter how shitty they become. She was refusing to go to Wendy’s for a while because they were considering surge pricing, she swore up and down she would not reward a company for doing that - so I said what about Amazon? How often does prime get you free shipping anymore? And with streaming, now you have to watch ads when you didn’t before… But of course that’s all “different”.
Dude could save yourself time by just going to contact page and ask for a call. I never use these companies chat features.
Also I found if I Google customer service numbers regurdless of company than I can get a number to call 85% of the time.
Of course after that you either got to fight robot to get a human on the phone that 9 times out of 10 will be a person out of India who also acts like a goddamm robot that doesn’t understand English.
But my biggest pet peeve is a lot of times I have ro get a supervisor to solve a problem that would take the customer service agent ten seconds to solve.
I never use these companies chat features.
Historically, these chat interfaces were tied out to a call center somewhere on the opposite side of the planet. Now they’re entirely prompt-engineered. So you used to be able to work a claim through chat without sitting on a phone call for hours at a time. But now they obscure their customer support phone number behind six layers of tabs and links, while shoving the “WOULD YOU LIKE TO CHAT WITH A REPRESENTATIVE” button in your face the whole way, fully knowing it doesn’t actually connect to anything that will help.
But my biggest pet peeve is a lot of times I have ro get a supervisor to solve a problem that would take the customer service agent ten seconds to solve.
A lot of the agents are just working off of written prompts anyway. But they do get experience with these problems over time (or recognize a slew of the same problem coming in at once) and can cut through the shit to give you a real, human response. Sometimes that response is simply “We can’t help, because of widespread technical / systems issues”, but that’s better than being bounced through an automated service that feeds out generic non-answers and useless how-to guides.
Ugh, if only. Amazon has done everything in their power to bury and strip that number from the internet. Once upon a time that worked great.
At that point, I would’ve just googled the phone number.
These things having a clearly visible and usable button to ask for a human should be mandated by law.
Also have you tried writing “operator” to it? That may work. Sometimes.
So of course, I go to Amazon and try to report my package as stolen… which traps me for a whole hour in a loop with Amazon’s “chat support” AI, repeatedly insisting that I wait 48 hours “in case my package shows up”.
I tried to change the dates of a car rental through Priceline, a day after I entered the order. I got a message saying “You cannot change this order until 72 hours before your arrival” which I thought was weird. But I bookmarked the date and called as soon as I was inside the window. “Oops! Sorry, you can’t cancel or change the reservation because too much time has passed!” was the automated response.
Absolute fucking scam. So I submitted a complaint through my credit card company to reject the charges. In this particular case, automation worked in my favor, because AMEX’s dispute process is as opaque and arcane for the vendors as Priceline’s support desk was for its own clients.
But its increasingly computerized horseshit. Nothing actually fucking works, except the vacuum they hook up to your bank account every time they find an excuse to extract payment.
There’s a NYT article somewhere, and I’ve been desperately trying to find it, about a woman who worked as some kind of real estate(?) call center AI augmenter. Essentially people would call in about listings or something, and she had to step in when the AI went off the tracks or didn’t know how to answer questions, matching its tone/inflection while refusing to acknowledge that there was a human stepping in. She ended up being super burnt out from the job. So the whole system was just super redundant, awful for the people working there, and as we’ve come to expect from AI, just a half-baked turd sold to some MBAs for a mint.
Edit: it was a n+1 piece, thanks @Tikiporch@lemmy.world
I think I know what you’re talking about. She was also a chat room operator for an only fans creator too , right?
Edit: I might be mashing a few similar stories together in my head. Anyway, this might be the one you’re taking about https://www.theguardian.com/technology/2022/dec/13/becoming-a-chatbot-my-life-as-a-real-estate-ais-human-backup
Edit 2: This is the same person, also a good read https://www.nplusonemag.com/issue-47/essays/an-age-of-hyperabundance/
You know what, it was the n+1 piece! Thank you!
A lot of “AI systems” are literally just a dude in India. Outsourced human labour is cheaper than building and running a proper AI driven system, but companies want to say they’re “incorporating AI” because it makes shareholders dicks hard.
Most consumers hate the idea of AI
Fixed
The AI hate on Lemmy never fails to amaze me
Are you normally amazed by people hating on environmental disasters which are being marketed as the great solution to the world’s problems but are only actually useful in a few industries and not to the general public overall?
I mean, your suggestive question at least helps me understand your mindset a bit better. If I would see the situation the way you characterize it, I would probably sound the same.
I can only encourage you to try to see tbrough the business bullshit that is undoubtedly there and recognize that there is an actual underlying technological breakthrough with the chance of redefining how we interact with machines.
I’m running a local LLM that I use daily at work to help me brainstorm and the fact that I can run perfect speech to text in real time on my laptop was simply not possible a few years ago.
Cool. Let me know when that underlying technological breakthrough isn’t also an ecological disaster that uses vast amounts of energy and potable water.
