AI can be a pain, but sometimes the desperation of human customer service reps is even worse. That’s what I’ve learned over the years, especially when it comes to dealing with carriers. Take my situation for example: I recently got home from a trip abroad and found that I had no data left. Now, I don’t have an unlimited plan, but usually, the data I get each month is enough to get me through. If I burn through it early, I just buy a few extra gigabytes. No big deal. But when I called my carrier to find out why I couldn’t use my data while roaming, no one could give me a clear answer or explanation.
Not cool.
But the real kicker came when I heard about a Verizon rep who literally begged a customer for a perfect 5-star rating in order to avoid getting into “hell.” Apparently, many carriers like Verizon, T-Mobile, and AT&T push their reps to meet strict sales quotas for accessories, insurance, and extra lines. If they don’t, their job is at risk. This pressure has led to some wild situations, like reps adding services the customer didn’t ask for just to hit their numbers. The Verizon rep wasn’t just asking for a rating; they were desperate for a 5-star review. They begged three times in five minutes, stressing that anything less could cost them their job. That’s a bit much, right?
Now, that got me thinking: could AI bots actually be an improvement over these stressed-out human reps? Sure, they might not have the empathy that humans do, but at least they wouldn’t beg you for a 5-star review or sneak in extra charges. An AI bot could process requests quickly, accurately, and without the emotional baggage that comes with quotas. It wouldn’t tire out or get defensive, and if programmed well, it could handle many simple tasks with ease. Plus, AI doesn’t get caught up in the stress of job security. It’s a win, right?
But hold on – before we start thinking that AI bots are the solution to all our problems, let’s not forget the flaws. AI can misinterpret complex issues, struggle with nuance, and often provide frustrating, irrelevant responses. There’s nothing worse than being stuck in a never-ending chatbot loop when you just need a real person to think outside the box and fix the issue. And let’s face it – AI doesn’t get empathy. When you’re dealing with a billing error or a service outage, sometimes you just need someone who can truly listen and solve the problem in a human way. It’s clear that a combination of both AI and humans is the best approach: AI for the easy stuff, humans for the tricky and emotional stuff. Let’s hope we find that balance.