Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
We Have Our 1st ""Anti-AI"" Customer Support Company, Help Scout
Customer-First Future
Problems with Their Strategy 👇
- Customers prefer fast/instant answers to their questions, assuming it's accurate (which is possible, with a bit of hard work).
- ~50-75% of typical SaaS customer support questions can be correctly answered by AI today. Isn't this better for the customer?
- Should a support agent have to answer the same questions day in, day out?
- Filling their time with the most basic of tasks sounds deeply unfulfilling and a waste of a person's potential, both for themselves and their business.
- It ignores the opportunity cost of time spent dealing with basic support requests (50%+ of support requests).
- If an agent suddenly has 2-3hrs free in their day from AI, what can they do? Spend more time on complex requests. Provide proactive support. Analyse common requests.
- It prevents companies from scaling efficiently.
- They're saying to companies, ""you should increase your headcount as your customer base grows."" This just flies in the face of what new technology can offer us: productivity gains.
- It's lazy.
- Maybe Help Scout has hit a brick wall in the quality they can offer with AI customer support. Or they prefer the easy path to keep the status quo & focus on providing an excellent human live chat product. They're choosing to avoid the hard, meaningful, work.
Historical Parallel
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Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.