this post was submitted on 10 Jul 2024
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Most consumers hate the idea of AI-generated customer service (www.techspot.com)
submitted 4 months ago by [email protected] to c/technology
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[โ€“] [email protected] 32 points 4 months ago (1 children)

Consumer disapproval of AI use in customer service is unlikely to keep firms from deploying the technology as the cost savings are just too great

So much for the market determining what goes

[โ€“] jj4211 8 points 4 months ago

The market does determine, unfortunately the market is relatively unfazed by subpar customer service. It has to be really bad or a huge legal catastrophe before it moves the needle. Which is why phone trees and long wait times are ubiquitous despite being universally hated. Marketing and sales and having a 90+ % rate of people that don't ever feel the need to call customer service basically eliminates that bad service as a concern.

Even when asus had a famously bad customer service scandal this year, their sales continued to rise unabated.