There's no wait in line. There's no waiting 2 min for each response in chat, or waiting 5 min on hold while the rep figures out what to do. And I've, shockingly, gotten issues resolved faster and better.
Using one semi-popular consumer app -- once it pointed me to docs on their site that Google wasn't finding because I didn't know what keywords to use. And twice it escalated me to send a message to the relevant team, where I got a response that addressed my problem -- and where escalation would have been necessary with a human call-center rep anyways.
The point is that it was far, far faster than any chat rep OR phone rep. And it's far faster to escalate too.
I'm sure this experience isn't universal, but I've been truly shocked at how it's turned what are otherwise 15-20 minute interactions into 3 minute interactions. At the same level of quality or better.
There's a non-zero chance that real humans working as customer service agents will invent facts, too (whether to try and be helpful about something they're not completely sure, or just to get a problematic customer to leave them alone)
I've recently encountered one that just sends you in a loop, and there is literally no way to actually speak to a real person. Unless you want to give them more money; they're very responsive in that case.
This is a billion-dollar company you have definitely heard of.
I've had exactly one AI chatbot point me to the right documents. All the other interactions were exercises in frustration, and I've canceled more than one product due to shitty AI support. When I have a question, if an automated system could handle it, I wouldn't have a question.
There's no wait in line. There's no waiting 2 min for each response in chat, or waiting 5 min on hold while the rep figures out what to do. And I've, shockingly, gotten issues resolved faster and better.
Using one semi-popular consumer app -- once it pointed me to docs on their site that Google wasn't finding because I didn't know what keywords to use. And twice it escalated me to send a message to the relevant team, where I got a response that addressed my problem -- and where escalation would have been necessary with a human call-center rep anyways.
The point is that it was far, far faster than any chat rep OR phone rep. And it's far faster to escalate too.
I'm sure this experience isn't universal, but I've been truly shocked at how it's turned what are otherwise 15-20 minute interactions into 3 minute interactions. At the same level of quality or better.