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.
I mean I don’t really need the customer service rep to have the same customs as me. Even language is not a major issue, I’m good with most accents. Its the lack of training thats the major problem. Companies that off shore their customer service are often looking to cut corners and its blatantly obvious to the customer.
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.
I mean I don’t really need the customer service rep to have the same customs as me. Even language is not a major issue, I’m good with most accents. Its the lack of training thats the major problem. Companies that off shore their customer service are often looking to cut corners and its blatantly obvious to the customer.