AI Handling a Customer Service Call

[@Kwestyon]

Will AI replace call centers? kzbin.info/www/bejne/oKGzpn93qsatmbs

[@jsschneiter]

I've talked to "Eric" 3 times now!!! It's wild, the first time I asked "are you a robot?" and he didn't answer, just kept with the script - I asked again "sorry, but did you hear my question, are you a robot?" and he said "I've never had that question before" - then 3months later, I'm talking to Eric and he just volunteered info on the weather where he's at - as if he knows weather .

[@superbvajhuvina]

This video is a great look at the current state of AI in customer service. It's interesting to see how AI is being integrated into call centers, and your discussion of the strengths and limitations is insightful. I'm curious to see how this technology evolves in the coming years

[@AubreyJoanneCasabuena]

I rlly love your videos, because of ur vids, i finally got a job in a call center❤. Thankkyouu very muchh😊😊

[@christiansantiago9234]

That AI is not optimized. It is not well-prompted. That is why a whole new industry has emerged to tackle this concern - Prompt Engineering. As for the refund, the AI can simply be instructed to transfer the call to a human tier 2 or supervisor, which solves the problem easily. Obviously, it was a result of poor prompting. Tier 1 (frontline) human agents will be heavily affected by AI. In a company's perspective, they will just retain a few tier 2 reps where the call can be transferred to them in case of an escalation. So instead of hiring 100 agents, a company can reduce its workforce to just about 10 without sacrificing efficiency, and saving a lot of expenses at the same time.

[@babygirlquinones1852]

It was actually great, but not perfect. The uh... Expressions make it look like your really speaking with a real person. The responses was great because that's how we handle calls normally. I would like to see a more irate customer 😂

[@techken]

It will never be perfect just like humans can never be perfect.

[@UroborosB]

Actually, the female AI voice version sounds more natural, I don't why she didn't use it, but it's amazing how the technology is advancing.

[@LB-uo7xy]

​@@UroborosBMaybe because both female AND MALE voices SHOULD SOUND AMAZING! Especially since it's NOT HUMAN. So the expectations is that it should be BETTER THAN THE LOWLY HUMAN "CHATTEL" the management and CEOs see us and think they are replacing without a hitch.

[@themadchannel5012]

One of Philippines biggest industry is online customers service reps. In a year or two, the industry is going to feel AI's impact, and in a few years, likely destroy the industry.

[@tommypham1101]

Ai did a great job. I need it in my life

[@elkinflautero7638]

Except for the fact that IA offered a complete refund and 50 dollar, which means cancel the purchase, which is not okay.

[@tommypham1101]

@@elkinflautero7638 thats not the "ai fault" is the programmer fault. Ai will change the world and make lives so much better.

[@lurkingShadows]

@@elkinflautero7638a lot of times after I denied a full refund as it didn't seem to qualify (example product was not malfunctioning), they would just call back for management or see them in person, the full refund would get approved everytime 😅 after so many times I started telling customers I'm submitting it for approval, then email management. It made me less frustrated than if I rejected an unnecessary refund and it still gets done in the next call. Plus this saved me so much time so I handle 50 cxs daily instead of 35 average.

[@CoffeeManiaTV]

"Yes, I ordered a compression cylinder 30 days ago" "You're becoming hysterical, let me help you 🤖"

[@jhoncarlogarcia8862]

Can you also do hotel reservation? This is very informative!! I love it.

[@lurkingShadows]

AI can have this job. Anyone who's worked remotely handling customer service knows how some callers can be and employers/management remind us it's about numbers.

[@damienholland8103]

Easy to say until most jobs are wiped out.

[@LB-uo7xy]

​@@damienholland8103Exactly. Soon AI will be replacing higher end EXTREMELY WELL PAID jobs like lawyers, judges, and even non-essential doctors which is basically ANYONE who isn't a surgeon. And fully automatic robot AIs with eventually, give it another 30-50 years, will replace surgeons too!

[@KelvinShowTV_]

Another great video!!!! …… A question 🙋‍♂️….. how medallia work??? You know , the survey system!!

[@chellastation]

I know most people do not like Ai, especially stealing human jobs, but this AI basically gave the same response as a normal customer service representative would give. I should know. I would honestly feel scared of the AI if a extremely frustrated customer would call in. I hope that AI don't steal customer service jobs in the call center. If people are frustrated now, wait until an AI gets involved 🤖💻

[@JohnGrigg-gz9gm]

A former Google CEO says the next version of ChatGPT will be truly revolutionary and be the utlimate personal assistant. And so I suspect it will be replacing at least half of the human call center agents out there within roughly five years.

[@chellastation]

@@JohnGrigg-gz9gm IKR. That's going to be fun 🤯

[@Sean-x1l7e]

@@JohnGrigg-gz9gm I doubt that it would take 5 years, we will have enough computing power next month.

[@alfredoleon5573]

I hope so ​@@JohnGrigg-gz9gm

[@chyrlitoalcantara2636]

Do you have video also about Direct Television (DTV)? What they do on this field?

[@PowerIncomeStrategies]

Using AI software as call center agents are indeed the future. It is unavoidable. Human touch present on the other hand is a crucial component via a real person but nuances can also be applied in the AI scripts which can give that "human agent" impression. Businesses will surely save a lot of money with using AI software than paying salary to employees. Either way, we'll see in the coming years how many of these companies will use AI in their customer service.

[@Jun-JunArevalo]

😂 a lot of crocodiles on customs.. Specialy here in the philippines.

[@frederickmalinao2994]

what if you don’t know the resolution to the customer’s concern, what will you do?

[@danielsanchez-mq2gi]

Holy Moly I'm finished my time has come

[@the4th_art]

Me too bruh. Time to plan on jumping to another line of business. Greetings from Colombia

[@TobioTobi]

HAHAHAHHA

[@Frankyang1119]

who is the service provider of this solution?

[@louise730]

So those who keep on getting habitual absences in their BPO work will be the first to be replaced. I think chat support can easily be replaced by AI.

[@LB-uo7xy]

Unfortunately a lot of small and medium sized online businesses have some of THE WORST AI chat support I have ever encountered. I would rather converse with a 7 year old call center CHILD employee than THOSE cheapest they could be bothered AI chat support!

[@jaguar004]

Can I use chatGPT for practicing customer service?

[@JmAvila-cd3he]

Even AI has fillers lol

[@salvador1690]

Do you think Ai replace totally human labor in calle centers?

[@alfredoleon5573]

I hope so.

[@louise730]

Definitely. AI will be cheaper, no absences, no health benefits abused by some employees.

[@arielmonrreal5884]

I guess to have and maintain a full system to have an AI taking care of all customers of a service will be more expensive than the current system used which is paying call centers from countries with cheaper wages. besides that, I think people would always want to speak with a human, not a robot, they won't get the same satisfaction from yelling at a robot 😂, so don't worry people, we won't lose our jobs

[@the4th_art]

I hope so brody

[@mhawxhurst]

I'm afraid you are commenting based upon your hopes and feelings versus the raw reality of the automation industry and its progress. I work with companies, very large ones, that are actively deploying these systems, and seeing vast monetary improvements over employing cheap labor overseas. Let alone replacing jobs in America for call center employees.

[@mhawxhurst]

As a quick example, the AI required hardware necessary to run a call center of $1,000 individuals on a single two-story building. The employment labor and the building cost that you can reduce this to is dramatically more savings than the cost of the AI infrastructure and licensing. Magnitudes were talking 10 to 12 times more expensive to run humans and buildings than it is to run a single rack and a data closet of AI systems running the latest call center software.

[@louise730]

AI will definitely be cheaper and more cost efficient. No need to pay for big office space, HR, companies won’t have to deal with habitual absentees, no abused medical insurance being paid by companies for absences who seek medical certificates, no bonuses, basically way less operational cost. If they’ll keep human employees only a selected few.

[@LuneEtoileMargaux]

Delivering bad news is not easy especially if we did not meet customers expectation or what they want 😂

[@reynaldo_santos]

❤❤❤❤

[@chewiechips4986]

Crocodiles 😂

[@Theseventh1]

Hey kwestyon the dark web recommends your content to beginner level scammers lol

[@renteriafam4440]

Don't like AI going to put alot of people out of work

[@elkinflautero7638]

Yes, but it damages the economy, less employees are equal to less consuming.

[@SeminarChauffeur]

So AI just took everybody's jobs... Now what?

[@elkinflautero7638]

Not really just those kind of jobs, fix an engine, cultivate the field, fix a path, fix a manhole.

[@damienholland8103]

@@elkinflautero7638 AI took those too, sorry

[@akshaykatti453]

Request for Assistance in Improving My Performance in Customer Support- how can contact you please. - do you have any online coaching.

[@junstark7143]

Even AI has fillers 😄

[@jazmusausa3154]

Too apologetic.. 😂

[@HelloThere-gn9zg]

Wow.. this is the future that is on the present. I am in the BPO industry and this will replace me... Or just replace everybody's Job. AI supremacy and obsolescence of human resource services. What the bleak future...

[@louise730]

Give it 2-5 years people in the BPO industry will be cut by 99 percent.

[@ilooktheweb]

AI some-what annoyed some part and cold to the interaction. Also Its a bit sound sarcastic some part when the interaction of customer to the AI was stressing subject of crocodiles or issue on the custom. It felt rushing to end the conversation by the AI. no wonder some customers on the phone is annoyed and not experience a good empathy.😕

[@Justbizness7777]

AI DON'T HAVE FEELINGS, SO HOW COULD, WHEN WOULD AI BE MUTUALLY UNSERSTANDING?!

[@jamesnikko4807]

Shess

[@mngklui.5938]

They can perfect the AI in the future. BPO will be wiped out.

[@betsyross4508]

AI doesn’t work. We must have human interaction!

[@christiannorcio]

Do not associate animals to humans they're different hope you know that

[@PopCapMusicTrending]

Human is the highest form of animal

[@acidbxrn]

hi, candace. ✧