Given the choice of a bored call center employee who doesn't care, or who's only pretending to care, and who isn't really empowered to fix a problem versus an AI bot that can actually effect real change to fix a simple problem, of course people prefer bots.
That's a false dilemma though. People would actually prefer a person who can fix the problem.
However ... what people really want is a service where things work well enough that they don't need to contact customer services at all. Somehow I doubt British Gas are going to make that happen though.
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[ 2.5 ms ] story [ 14.8 ms ] threadThat's a false dilemma though. People would actually prefer a person who can fix the problem.
However ... what people really want is a service where things work well enough that they don't need to contact customer services at all. Somehow I doubt British Gas are going to make that happen though.