Oh, isn’t it just absolutely delightful how the service industry has thrived during the pandemic? I mean, who needs a smiling, helpful face when you can have a robotic, emotionless chatbot? It’s like a dream come true for all of us service enthusiasts.
As a world traveler, I’ve had the pleasure of witnessing service excellence turn into a global disappearance act. It’s as if the greeting smile of hospitality has gone on an extended vacation of its own. Talking to a human customer service representative? That’s so last decade. Now, it’s all about navigating the labyrinth of automated menus and trying to decipher what the heck those recorded voices are saying!
And let’s not forget the grumpy customer service agents who manage to escape the clutches of chatbots. They’re like unicorns in the wild – rare and mythical creatures. But when you do finally manage to reach one, they’re often as informed as a goldfish with amnesia and come with an attitude that suggests they’re doing you a favor by gracing you with their presence.
But here’s the real knee-slapper: some brilliant businesses think the solution to this mess is investing in AI to mimic human-like customer service. Because, you know, why bother with well-trained, well-paid staff and decent working conditions when you can just replace them with robots? It’s almost as if they’re saying, “Let’s create a problem, blame our underpaid and undertrained staff for it, and then throw more technology at it to make it look like we care.”
So, you can expect more “human-like” service from machines while real humans in the service industry are pushed towards the exit. It’s a truly genius approach, isn’t it?!
What do you think? Are you more for an AI robot customer service or a human customer service? And why? Leave your message below.
For more insights about the full article and further research related to this debate, click link Customer Service Is Getting Worse – And So Are Customers” Do you Agree?
Oh, I can’t help but chuckle at the ‘greeting smile’ vanishing act! Just the other day, I called my internet provider, and I swear, it felt like I was talking to a robot programmed to drain the life out of me.
I totally agree with the frustration! Last week, I had to call my bank, and it took me forever to reach a human. When I finally did, they seemed to know less about my account than my pet goldfish does about calculus!
Hahaha
I vote for human customer service for sure. I personally don’t believe I can ever open a human discussion with a robot. Call me old fashioned, it just does not work.
I work in customer service in Hotel industry, and let me tell you, it’s not all sunshine and rainbows on this side either. We’re underpaid, overworked, and the company keeps pushing us to ‘be more like the chatbots.’ It’s a mess!
That’s why people like you should be well trained, well taken care of and well paid. Nobody in my beliefs will understand customers better that humans.
Thank you @Lolaa . Your support means a lot.
Well, I must admit, I’m excited about the AI advancements. I mean, sure, humans can be grumpy, but at least they won’t put you on hold for 30 minutes while playing elevator music that sounds like it’s from the ’80s!
May I ask which generation are you?
But Sam, don’t you think it’s a bit ironic? Companies could invest in improving their human employees’ conditions instead of pumping money into AI. After all, the best ‘human-like’ service comes from real humans who are happy and well-trained.