Just guessing, but the reported “90% accuracy” are probably related to questions that could be easily answered from an FAQ list. The rest is probably at least in part about issues where the company itself f*cked up in some way… Nothing wrong with answering from an FAQ in theory, but if all the other people get nicely worded BS answers (for which the company couldn’t be held accountable), that is a nightmare from every customer’s point of view.
imma gonna prompt inject me a new iPad
If a human customer service rep [added charges without telling people and lied to them], it’d just be fraud. But being able to blame the computer, that’s the use case for AI!
Potential hot take: In situations where the company attempts to diffuse responsbility, the CEO should take the blame automatically.
Yuck 🤢. I don’t want this.
Much beloved US phone company Verizon
Bullshit.
It’s called sarcasm.
Maybe. Or it could be corporate delusion.
you’re new (to the site, and here), aren’t you?
To pta, yes. To Lemmy, no.
impressive, you got both of those wrong
Sounds like an improvement over trying to communicate past a language barrier and accents so thick that the actively-hostile human CSR is neigh unintelligible.
Verizon customer service has been terrible for many years, and somehow their business to business service is even worse than residential.
Looking through your chudposting, this may not be the discussion group for you.
i guess Δv learned that the sense of the velocity vector can be important too.
at least they reached escape velocity!
They quickly accelerated their way out.
Tech support workers who may or may not speak English as a second language or with a strong accent can sometimes be of actual help and sometimes not, much like people with possibly more familiar accents can. A call center AI has never been anywhere close to solving a problem I’ve had.
You’re no less fucked but instead of a human being getting underpaid for the trouble, a shitty tech corporation is overpaid.
At the very least, actual humans have an incentive not to BS you too much, because otherwise they might be held accountable. This might also be the reason why call center support workers sound less than helpful sometimes - they are unable to help you (for various technical or corporate reasons) and feel uneasy about this. A bot is probably going to tell you whatever you want to hear while sounding super polite all the time. If all of it turns out to be wrong… well, then this is your problem to deal with.
