Comment Have a stake in the product (Score 1) 83
The best call center staff I ever encountered were from the era of workstations before x86 PCs and Linux completely took over that market. Developers were required to do rotation at tech support. The result of this was that callers would frequently find themselves talking to the person who had a significant hand in creating the software or hardware with which the caller had a problem. That alone resulted in much quicker and satisfying solutions than any script-reader could hope to accomplish, let alone a pseudo-AI program.