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Originally Posted by PersonOfInterest
Why do companies have representatives that deal with customers that are difficult to understand because of heavy accents or poor pronunciation skills of the English language? I often reach customer service representatives that I cannot understand and have a very difficult time dealing with these individuals. In other cases, there are many companies where you get trapped in an automated or speech recognition system and cannot speak to a human representative. Do you think with the advent of new AI systems that this will improve or will it worsen? My hope is that the AI will at least speak in an understandable, well pronounced English language.
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Though I have reservations about AI in general, it could very well be a positive for CSR - customer conversations. It certainly can't get much worse. "Frustrating" is a descriptor that is far too tame when it comes to some of those interactions. The same can be said for the online chat services that some companies provide in lieu of a live phone CSR. At best, you get someone to chat with who is obviously reading "solutions" from a computer monitor. At worst, you could be queued up for a wait that can be interminably long.
Amazon has a pretty nice new service though: "Rufus", an online chatbot to which you can direct written questions about a certain product and Rufus responds in kind. I haven't asked Rufus to help troubleshoot a problem I've been experiencing with a product obtained from Amazon (maybe it can't do that) but it is quite helpful when I have questions about a product I am thinking of ordering. Used it yesterday when ordering an external computer drive and the information provided on the website wasn't sufficient to make sure I was getting an item with the functions I needed.