Customer Support Automation Tools

One of the funny things I’ve noticed in the hashtag#AI and hashtag#customer support domains is that many people/startups claim to build a smart, human-like customer support AI tool.

It makes sense that I don’t like talking to AI or something that feels like AI—it’s often a huge pain and doesn’t solve anything.

But here’s the catch: no one actually wants to contact customer support. If you’ve ever had to hold your phone waiting for the first message, like ‘Hello, how may I help you?’, you know the frustration.

We just want actions and solutions directly, without any delay.

Most people don’t really care whether the customer service agent is human or not, as long as they get what they want. I only care about how quickly and efficiently I can get my issue resolved.

So, if consumers also had an automated agent handling our claims(AKA Siri), we wouldn’t need to build a human-like customer support agent at all. What we really need is a tool that simply communicates and responds based on company policy and customer requests.

Many companies are probably building things that aren’t really useful.

#startups