I am so tired of this AI cr-p. Customers hate the customer service reps that are outside of the US and they make that clear every day! But now AI is covering up their voices. Their pitch changes every few moments and their voice goes fast then slow and changes from male to female and back. Outsourced reps spend minutes circling between saying “oh, by the way…., with this one”, and multiple phrases that make no sense over and over again. All our customers want is to have a comfortable conversation with someone they CAN relate to, someone that IS familiar and close to home. The company needs to respect customers and their needs by only offering native home speakers in the customer’s home language. If you are a global company then you have the ability to do that. There are plenty of US employees that don’t need to be RIFed and would love to have the position. Just like we send a lot of Spanish calls to MX, those customers should speak with someone that has no “gr---o” accent so it’s more comfortable for them. AI can detect the accent and place them with the correct dialect.
2 replies (most recent on top)
The only way we can fight this is to demand US reps when we interact with corporations' customer service units, and even better.....STOP BUYING THEIR PRODUCTS.
I know its very very tough to implement as its infected most of the economy, but the only way they can be changed is through their revenue. We need to stop using products and services from corporations that outsource as much as possible.
100% agree.. I keep saying if it were up to me, I would bring back all the CS to the US. If I think about why current leaders have not, I can only assume they believe it's not worth it. Meaning, even though people complain, they usually still keep the service. So the cost savings must outweigh the true loss of revenue. It's too bad Verizon, for a long, long time has chosen paths of nickels and dimes and not the path of the right thing to do. For all the nickels and dimes they've saved, the stock has been in the tank.