this post was submitted on 05 Feb 2024
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Asklemmy
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They're supposed to be on script but customers veer off the script constantly. They would be extremely annoyed to be talking to AI. Not that it would stop some companies but it would be terrible customer service.
That's what tier 2 service would be for. But the vast majority of calls are people wanting to execute a simple order or transaction, or ask a silly question they could have googled.
If your problem can be solved by a bot, and it means you can be done immediatelu and don't need to be on hold for 20m+ waiting for t2 support, you're going to prefer it.
Also, we've come a long way in just 2-3 years. It will be very difficult for us to talk about how good the experience will be in 5-10 years.
If your problem can be solved by a bot, then an old fashioned touch-tone phone menu would be an entirely sufficient solution, no "AI" needed.
If not, then plugging an LLM into your IVR will never be worth the expense since the customer will need to talk to a human anyway.
"AI" is a bubble. Sure, it might have some niche applications where its viable, but it's heavily overpromised and due for disinvestment this year.
And yet, we don't use touch-tone menus, bots that suck are already commonplace. An LLM bot could stand to dramatically improve the user experience, and would probably use the same resources that the current bots do.
Simple things like "I want to fill a prescription" or "I want to schedule a technician" or "do you have blah in stock" could be orchestrated by a bot that sounds human, and people would prefer that to traversing a directory tree for 10m.
I don't even want to think about how someone would implement a customer facing inventory query using a touch-tone interface, let alone use that.
I fail to see how adding an LLM to an IVR could improve that situation. Keywords like "fill perscription", "schedule technician", and "do you have [blank] in stock" are already present and don't need any kind of text generation to shunt a caller into the appropriate queue or run a query on a warehouse database.
Where, exactly, do you think an LLM could contribute other than, like, a computer generated bedtime story hotline or something?
Ok. I'm not trying to convince you of anything, nor am I the one responsible for this, I'm just very confident this will inevitably happen. Only time will tell.
Oh, no question. I'm sure someone will think it's a good idea and waste a lot of money on it.