A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
I don’t think customer support can be resolved by free market forces. If someone has purchased the product, has a problem, and is trying to contact support to resolve the problem, they’re a bit too far gone on the model of free consumer choice, and that instance won’t affect the free market.
I feel like we need legislation that, when a customer has a problem, they must be able to contact the company for a refund or resolution, AND, communication with an “AI” does not count as that communication.
I don’t think customer support can be resolved by free market forces. If someone has purchased the product, has a problem, and is trying to contact support to resolve the problem, they’re a bit too far gone on the model of free consumer choice, and that instance won’t affect the free market.
I feel like we need legislation that, when a customer has a problem, they must be able to contact the company for a refund or resolution, AND, communication with an “AI” does not count as that communication.