Most consumers hate the idea of AI-generated customer service
A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
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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.
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.
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.
At that point, I would've just googled the phone number.