Comment Re: When no one is employed (Score 1) 104
The lack of clear English isnâ(TM)t the frustrating thing with modern day customer "service". I have lived in non-English speaking locales and can roll with a language barrier. The problem is outsourced customer "service" ain't empowered to do a damn thing except read from a script and by the time I'm frustrated enough to make a call it's invariably for a problem too complicated to solve with a script. AI will not fix this problem. It will just leave you yelling at a disempowered computer rather than a disempowered human being. The solution to this problem would require the C-Suite thinking of customer service as SERVICE rather than a pointless expense to be minimized.
I think it's both, but good language skills generally go hand in hand with an ability to think.
With call centres, especially in developed nations, it's hard to hire and even harder to retain staff as it's a terrible job no-one wants. So you're starting with a pool of applicants that is either desperate or can't get a job in a supermarket. So your good workers are going to be looking for the first job thats better and that will be almost any job. Even if they stay, they get promoted pretty quick (or poached by other departments) if they have any aptitude so you're back to trying to recruit because turnover is insane.
AI could actually improve call centres, not because AI is any good but because most call centres are fucking terrible... and I mean terrible even if they're run with the best of intentions, let alone when they get run as cheaply as possible.