Alex RaineyAlex 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.
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Sep 6, 2024 10:07 PM
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Sep 6, 2024
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ai-vs-human-customer-support-a-balanced-approach
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Surely human customer support is always better than AI?
Reddit always provides a good dose of reality. Usually delivered via a snarky, no-holds-barred comment.
Me:I'm surprised more companies aren't using AI for customer support.
Reddit person 1:Why are you surprised? People want to speak to people.
Reddit person 2:I don't care how my support is delivered. I want it fast and accurate. Plus, people can be pretty rude and unhelpful sometimes!
If there was a great human agent always available with sub-1-minute replies, then of course, this is better than AI (today). But that's unrealistic and totally uneconomical.
What if:
- We let the AI agent try first (currently a 75% success rate).
- If that doesn't help, then we get transferred to a human (who has much more time now and can respond much quicker).
Win win?
Written by
Alex Rainey
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.
