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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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Off shore customer service is cheaper than onshore customer service. When customer service is off shore it is an indication that the company doesn't really care about their customers. AI will not help. What will help in the meantime is for people to become more patient, with accented language, whether Asian or Southern USA.