Member Avatar for meyerrluanna

Hey everyone,

I’ve been thinking a lot about how digital media is changing the way we handle customer support, and I’d love to get your take on it. With all the buzz around AI tools, it’s clear that these technologies are making support faster and more accessible.

I can’t help but think about the traditional customer service challenges we used to face. Long wait times, limited support hours, and impersonal interactions were all part of the old school experience. One thing I am specifically looking out for is how important it is to keep a personal touch even when we’re using these tech tools. For example, answering questions quickly and handling a lot of requests at once is amazing , But how do you ensure that your interactions still feel warm and personal?

I’m eager to hear your experiences and thoughts on this topics ! Looking ahead, there are many trends that promise to further enhance customer support. What new trends or technologies are you most excited about, and how do you think we’ll make the most out of these digital advancements.

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  • Latest Post Latest Post by Mr.M
SabaKhaaan commented: Use new technologies to make customer support more personal: AI Chatbots: Use AI to provide human-like answers and solutions to personal problems. +0
Member Avatar for Dani

As a consumer, I've become more and more frustrated with the recent increase in AI-driven customer chat support that seemingly has taken over. They tend to just regurgitate the information that is already contained within the product's FAQs, manuals, and marketing materials, etc., and I tend to end up going in circles chatting with a bot until I am so frustrated that I am ready to throw the product out the window.

Member Avatar for Reverend Jim

I have never had any success dealing with a chatbot so the first thing I type is "speak to an agent".

commented: 100% +16
commented: 💯% +17
commented: but it never once worked for me -_- +0
Member Avatar for Dani

Does that work for you? I have tried multiple times with no success.

However, I feel like we still aren't addressing the OP's main point. Ten years ago, we complained that we were connected with crappy overseas customer support that didn't know the product and simply recited from a manual what to say. Today, we're complaining that we're connected with AI that has complete access to the product's entire manual at its disposal, yet fails to comprehend what we're asking, nor has an ability to speak off-the-cuff, as it were, about anything not explicitly mentioned in the product's manual. Many companies are also encouraging their customers to post in support forums to share first-hand experience or get more custom support, but those are slow to get responses, and it's rare that someone else in the forums has experienced the same problem as you. Soooo, all that being said, what is a scalable solution for companies to offer product support without supporting their users costing them more than their bottom line?

Member Avatar for Reverend Jim

I'd say it works more than 75% of the time. Another thing that works sometimes is when you get the "press #" menu prompt on the phone, press zero, even if it isn't offered as an option. It may take you directly to a person.

Edited by Reverend Jim
Member Avatar for Mr.M

I think these chatbots are something great to offload work load from agents but the problem starts from us developers by not making a tailored chatbot to address that business queries but we generalize it which becomes a problem.

This has to be done by account, product, business query which will allow a user to find solutions s/h needs

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