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michelle
michelle
12/31/2018 9:59:50 PM
User Rank
Gigamaster
Re: AI is pooey
It could help as long as the programming is actually helpful :) Let's hope it gets better in 2019. 

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michelle
michelle
12/31/2018 9:58:39 PM
User Rank
Gigamaster
Re: AI is pooey
Haha! Seems that way. Choose the option we want or just keep calling back. 

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srufolo1
srufolo1
12/31/2018 8:36:00 PM
User Rank
Gigamaster
Re: AI is pooey
@michelle Well, judging by my experience with humans and billing issues, AI could be a major improvement. 

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JohnDrake
JohnDrake
12/31/2018 7:57:45 PM
User Rank
Gigamaster
Re: AI is pooey
That seems to be the new model: the options available are A) pay, B) pay, and C) pay, but you can also argue with an AI that hangs up on you if you don't choose A, B, or C.

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michelle
michelle
12/31/2018 4:22:39 PM
User Rank
Gigamaster
Re: AI is pooey
Ouch! That sounds like a terrible system. Reporting an error in the billing seems like a serious committment. I suppose they aren't very interesting in addressing billing errors quickly...

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JohnDrake
JohnDrake
12/31/2018 3:37:20 AM
User Rank
Gigamaster
Re: AI for Upselling and More
I think AI is the kind of shiny thing that is great for upselling to the C-level suite, where maybe they don't look under the hood so much.

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srufolo1
srufolo1
12/31/2018 12:11:21 AM
User Rank
Gigamaster
AI for Upselling and More
"CSPs can use AI for upselling, product recommendations, price adjustments, competitive pricing strategies and more."

I think AI in this sense is not so much about talking to a robot on the phone but more like being used to track customers' habits in order to recommend products, adjust prices, etc ... That could be a good thing.

 

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srufolo1
srufolo1
12/30/2018 11:53:56 PM
User Rank
Gigamaster
Re: AI is pooey
@michelle That is correct, as in the case with Optimum cable. You have a specific question about your bill? Forget it. You won't be able to get help because the phone just consistently forwards you to the payment module so you can make a payment if it's late, even if you believe there is a mistake in the billing. You're forced to go to one of their locations in person. There is no dial 0 for a representative.

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michelle
michelle
12/30/2018 5:24:10 PM
User Rank
Gigamaster
Re: AI is pooey
I have tried that in the past, but found that many systems do not assign 0 as the way to get a human. 

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DonBrowne
DonBrowne
12/30/2018 1:45:51 PM
User Rank
Gigamaster
Re: AI is pooey
But even getting to a live person on the phone may not be acceptable as noted that "a lack of trained agents at the first line of call," means there may be little help, and a technician may have to be sent to the premises, and customers can only hope that tech is well trained in problem solving, not always a sure bet.

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