The customer is king, they say. The customer is always right.
So why is it that many customers feel they are being harnessed and put to work whenever they run into the rudimentary AI devices at customer call centres?
Technology is going to come at us thicker and faster in the next 30 years. The big names of Google, Facebook and Microsoft, with their deep pockets, are likely to lead the way alongside a score of British companies investing millions and working hard to optimize the code that is going to be the bedrock of a new future for everyone. Everyone from Elon Musk to Bill Gates is investing in it. I am all for it if I can pay a handful of bills in a matter of minutes without filling in forms or talking to anyone.
Navigating the AI Maze
Yet, as you use the rudimentary AI instead of interacting with the people who are supposed to be providing services to you – doesn’t it feel like you are taking some kind of test?
“Please tell us why you are calling?”
So says the recorded voice on the telephone. You deepen your voice and reply.
“Please tell us why you are calling,” can come the reply several times before cutting you off: beep, beep, beep! I don’t know about you, but I could scream! Then, there is that feeling of being shut out of the system – where do you go if it doesn’t work?
I am told, by people in the AI business, that these voice-activated systems aren’t that great and will improve over time – it can’t be too soon in my book.
Is AI in Customer Service The Future?
Even if voice recognition isn’t a problem, doesn’t dealing with systems where you have to spend ages entering your details and desires on the keypad annoy you? This can be long and laborious – it feels like you, the customer, are doing all the work as well as paying money for whatever service it is.
Sometimes, it feels like jumping through hoops to help the technology and not the other way around.
Even then, you are likely to wait an age for someone to come on the line and help you.
It always makes me laugh when you hear that message that the lines are very busy right now and if you press it will ring you back. Don’t do it – I did it twice and I am still waiting for the call.
Resistance Is Futile
As AI creeps ever deeper into our lives people are likely to question it more and more. Will we ever see Just Stop AI protests? Maybe.
Myself, I believe there is no turning back with technology. The Luddites tried to do this by smashing up new cotton spinning machines in the 18th century. There is no way we can erase the internet or go back to travelling by horse and cart.
All I ask is that the technology works hard to make life easier for us, the customer, and not the other way around.
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