| ▲ | swatcoder 4 hours ago | |
A fast, shallow reply doesn't save a customer's time. It's just a useless volley back to the customer that keeps their request off the support queue. It may burn off customer support engagement among customers who don't have the capacity or patience to keep pushing for help (this is a bad outcome for customers, but looks deceptively positive in vendor-side metrics), but for the remaining customers it just adds latency and work. | ||
| ▲ | mooreds 4 hours ago | parent [-] | |
> A fast, shallow reply doesn't save a customer's time. But that is true whether it is a human or an AI replying. Proper AI can do a good job, just as proper customer support reps can. The issue is in the overall value the company places on supporting their customers, not necessarily the means by which they do so. | ||