Is there any truth to Uniti changing the IVR call systems? The current system routes almost every call to sales
5 replies (most recent on top)
Probably a way to manipulate call counts to say they are reducing calls in one area like trouble tickets. Change how they are done or how calls are routed to manipulate a number. Then change it up when heads turn another way or an excuse arises to change things up before anyone notices.
Yea and fire all the sh-t techs that cry in LCC chat all day about care issues they bring to a sales chat
@bg It really can’t. Modern deployments are horrifically underbaked and it’s a complete waste of anyone’s processing power to have a LLM instance chat with a customer who doesn’t know the difference between a router or modem. The choose-your-own-adventure style of chat we have now barely works because all of our systems are on a kn--e’s edge.
AI can contain 50% of most client interactions without needing to speak to a person.
@OP If they had any sense they’d beef up self-service options and fire most of inside sales and community connections so they can bring customer care back to an English first language country. Our sales is nothing but a bunch of id--ts trained to spin lies to customers anyway.