• 11 Posts
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Joined 2 years ago
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Cake day: July 6th, 2023

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  • Weirdly, my company put it as a first line of contact for customer service, and the satisfaction scores and resolution rates went up.

    That said, the previous first line of contact was, like with many call centers, an offshore team that would only escalate to more seasoned onshore CS if a problem needed the big guns.

    So a chat bot basically performed better than a poorly paid and poorly trained team that didn’t grow up with the language or customs of their customers.