Please don't. I had a talk with a shitty AI bot on a Fedex line. It's absolute crap. Just give me a 'Type 1 for x, type 2 for y'. Then I don't need to guess what are the possibilities.

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EvanAnderson 6 hours ago | parent | next [-]

Voice-controlled phone systems are hugely rage-inducing for me. I am often in loud setting with background chatter. Muting my audio and using a touchtone keypad is so much more accurate and easy than having to find a quiet place and worrying that somebody is going to say something that the voice response system detects.

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9x39 6 hours ago | parent | prev | next [-]

One problem is once you’re in deep building a phone IVR workflow beyond X or Y (yes, these are intentional), callers don’t care about some deep and featured input menu. They just mash 0 or pick a random option and demand a human finish the job and transfer them - understandably.

When you’re committed to phone intent complexity (hell), the AI assisted options are sort of less bad since you don’t have to explain the menu to callers, they just make demands.

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tartoran 5 hours ago | parent [-]

What if the goal is to keep gaslighting you until you give up your demands?

	▲	9x39 5 hours ago \| parent \| next [-]
		Most voice agents for large companies are a calculated game to deter customers from expensive humans as we know, but not always. Sort of like how Jira can be a streamlined tool or a prison of 50-step workflows, it's all up to the designer.
	▲	8note 4 hours ago \| parent \| prev [-]
		you bought something from the wrong company, and you arent gonna get helped by phone, bot, or person

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russdill an hour ago | parent | prev | next [-]

The problem here is that if it's something a voice assistant can solve, I can solve it from my account. I'm calling because I need to speak to an actual human.

	▲	hectormalot 21 minutes ago \| parent [-]
		Im in this business, and used to think the same. It turns out this is a minority of callers. Some examples: - a client were working does advertising in TV commercials, and a few percent of their calls is people trying to cancel their TV subscriptions, even though they are in healthcare - in the troubleshooting flow for a client with a physical product, 40% of calls are resolved after the “did you try turning it off and on again” step. - a health insurance client has 25% of call volume for something that is available self-service (and very visible as well), yet people still call. - a client in the travel space gets a lot of calls about: “does my accommodation include X”, and employees just use their public website to answer those questions. (I.e., it’s clearly available for self-service) One of the things we tend to prioritize in the initial conversation is to determine in which segment you fall and route accordingly.

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cyberax 4 hours ago | parent | prev [-]

Well, the future is here: https://www.youtube.com/watch?v=HbDnxzrbxn4