Comment Re: Customer Rights (Score 2) 148
I've seen demos by my company where you wouldn't know you're talking to an AI except it was plainly disclosed. It even did a handoff to a different agent (actually a bot with different "skill" capabilities). The system is designed to escalate to a human when anything exceeds the AI capabilities or authorization. Or when the caller demands. But in most cases there will be a wait time in queue for a human. (You should know that average wait times are always a designed staffing decision made with knowledge of past call statistics and forecasts of expectable call volumes. At least by any company effectively using our software or similar. )
That queue time for a human is the primary caller benefit to using the AI agent. The quality of the voice and accuracy of speech recognition was perfect. (Though I would bet there was some degree it was selected/contrived, since this was a development demo for our executive management.)
One of the caller benefits of well designed AI bots is reduced wait time even for human agents because fewer of them are needed. Though a cost optimizing company still will staff according to their forecasts vs how much they decide to spend. Call center workforce optimization has been highly advanced for a long time.