Have you ever actually tried to solve a real issue as a customer through AI? It’s ten times worse than dealing with the worst, least-trained human rep. Lately, companies have been using AI mostly as a convenient excuse to cut staff and replace them with cheap offshore labor. It’s more about offshoring than real automation. We’re nowhere near the point where AI can handle large-scale customer service effectively.
9 replies (most recent on top)
@r1 curious, why the need to call customer service- while most ppl can handle issues online, IVR or through an app. I’m making the assumption you’ve called numerous times according to your comment “I always end up asking for a representative anyways.” So the agent wasn’t able to resolve the issue on the first call? Every call made to an agent costs money.
AI and chatbots are terrible. The one thing I always end up asking for is a representative anyways. AI can only do so much.
@OP For the Daily Double:
I'll take AI and chatbot over horrible Comcast customer service for $1000, Alex.
@b1 subs leaving in droves when they have a competitor to chose. Replacing CS with AI chat bots is not going to stop the bleeding. You can blame CS all you want but the model can't hold up to competition. And the sprawl is to expensive. Brace for more impact. Stock is at 29$
@b8 I bet I don't even work in anything related to CS d bag Just stating the facts that you don't know but keep bloviating about. Spirit airlines is in chapter 11 bankruptcy that's a high bar you have set there. lmao
@OP oh look, someone’s trying to save their job in customer service by posting AI is worse than our current customer service. Outsource, in-house, it’s all the same= bad!
@b7 the fact is it’s horrible regardless where it’s answered. And Comcast had a horrible customer service reputation way before COVID. Outsourcing is temporary and eventually those groups will be minimized as AI takes over. Maybe you can move to those countries and work the call center. I hear they have a low cost of living.
I bet you still use a VHS and a camcorder.
@b1 the majority of CS are not in the US since covid. They are in Philippines and Malaysia. Seems alot of you don't even know the facts here. Those workers aren't getting fired.
@OP I think the point people are making is that Comcast was never known for good customer service. As mentioned in another post, Comcast had 2 decades to improve customer satisfaction, the majority, if not all are inhouse or within the US customer service and we still hear of horrible customer experiences. Insanity is doing the same things over and over again expecting different results. I believe automation, AI while not perfect will help improve customer satisfaction. I've never had to call Netflix, Hulu or my insurance provider, I've done all transactions through an app.
The other point about outsourcing these calls to other countries because they don't speak proper English is like a pot calling the kettle black. Have you spoken with any of our US based customer service agents? Not only is their English not proper, they are rude and condescending. I don't wear my Comcast shirt or hat in public. I don't want to get bombarded with, "let me tell you about a recent negative experience when I called Comcast."
So while there may be some ppl who may not like chatbots or AI, the majority of customers will adapt to AI technology and like not having to hold on the phone for 30 min or dealing with rude agents. AI or chatbots will become better in a shorter period of time as it is refined. Versus Comcast customer service agents; I think Spirit Airlines customer service will have more success.