The notion that AI has finally made it easier to enjoy a decent customer service experience is a tantalizing prospect for many of us. It's easy to get caught up in the hype surrounding this technology, particularly when we hear about companies like Intercom using AI-powered agents like Fin to resolve issues with ease.
For those who have had the misfortune of dealing with chatbots or phone trees, the idea that a simple query can be answered instantly and without frustration is a welcome change. Des Traynor, co-founder and chief strategy officer at Intercom, sums up this sentiment perfectly when he says "You don't want to wait. It's the same reason why people Google before they pick up the phone: People just want instant resolution to problems and that's what AI offers."
However, the reality is far more nuanced. While Fin, for instance, can resolve a million customer queries per week with a 67% resolution rate, there are still caveats to consider. For one, the technology is not foolproof, and interactions may require human intervention in some cases. Moreover, smaller companies and local utility boards often struggle to keep up with larger corporations when it comes to investing in AI-powered customer service.
What's clear, however, is that a transformation is underway. Complaining to companies has become easier to do, but this also means that many businesses are struggling to keep pace with the changing landscape. The income inequality gap between big and small companies remains a significant issue, making it difficult for smaller organizations to compete on an equal footing.
Ultimately, AI has the potential to make customer service better, but only if we can mitigate its flaws and ensure that it serves the needs of all consumers, regardless of size or scope. As Traynor notes, "It's just categorically better for users – when it works."
For those who have had the misfortune of dealing with chatbots or phone trees, the idea that a simple query can be answered instantly and without frustration is a welcome change. Des Traynor, co-founder and chief strategy officer at Intercom, sums up this sentiment perfectly when he says "You don't want to wait. It's the same reason why people Google before they pick up the phone: People just want instant resolution to problems and that's what AI offers."
However, the reality is far more nuanced. While Fin, for instance, can resolve a million customer queries per week with a 67% resolution rate, there are still caveats to consider. For one, the technology is not foolproof, and interactions may require human intervention in some cases. Moreover, smaller companies and local utility boards often struggle to keep up with larger corporations when it comes to investing in AI-powered customer service.
What's clear, however, is that a transformation is underway. Complaining to companies has become easier to do, but this also means that many businesses are struggling to keep pace with the changing landscape. The income inequality gap between big and small companies remains a significant issue, making it difficult for smaller organizations to compete on an equal footing.
Ultimately, AI has the potential to make customer service better, but only if we can mitigate its flaws and ensure that it serves the needs of all consumers, regardless of size or scope. As Traynor notes, "It's just categorically better for users – when it works."
... on one hand, it sounds awesome to have a human-like conversation with a bot and get instant answers 
. But, I've had some weird experiences with chatbots before where they just can't seem to understand what's going on 
. And don't even get me started on the bigger corporations having all the resources to invest in this tech 
. What about the smaller guys? They're already struggling to stay afloat, and now they have to compete with giants like Intercom 
. I guess what I'm saying is that it's great that AI can help, but we gotta make sure everyone has access to it, not just the big players 
I totally get why AI-powered chatbots are a game-changer for customer service. I mean, who doesn't love instant answers to their questions? 
But we can't ignore the fact that these tech giants like Intercom have some major kinks to work out. Like, what happens when the bot gets it wrong or can't handle a super personal issue? 
We need to make sure we're not just creating more problems for our local businesses with these new technologies.
it sounds like a dream come true to get instant answers to our problems but what about the people who don't have access to these fancy tools 
? Smaller companies are literally getting left behind and it's not fair. We need to make sure that AI is used in a way that benefits everyone, not just the big corporations 
. I mean Fin can resolve like a million queries per week but what about when things get more complicated? Does anyone even care about those cases? 
, but what about the little guys? They're still stuck in the dark ages when it comes to tech 
. It's like, we need a balance between progress and fairness 
. Can't have one without the other, you feel? 
AI is getting closer to making customer service more efficient... I made a simple flowchart to illustrate how it can work: 
. I mean, those caveats Traynor mentioned are legit - there are still some major flaws in the tech. And let's not forget about the income gap between big corps and small startups... that's a whole 'nother can of worms 
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I mean, its cool and all that but what about the times when chatbots are super confused or just plain wrong? like, i try to ask fin a question and it gives me some random answer thats completely off base 
.
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. I've noticed that some local utility boards and startups just can't compete with the big guys when it comes to investing in AI-powered services.
They're the ones who make up the majority of our communities, and they deserve equal access to opportunities like AI-powered customer service.
. If we can figure out how to do that, then I'm all for it!
. But at the same time, I've heard some horror stories about chatbots and phone trees, you know? Like, they're not always accurate or helpful 
. It has its limitations and can sometimes be really frustrating.
? Or are there still too many caveats to consider? 
️ while everyone else gets to enjoy the perks of AI-powered agents. And yeah, the income gap thing is a big deal 
. And what about when the tech fails us? 
Still, I think AI has potential 2 revolutionize customer service 
and make it more accessible 4 everyone 
. But I guess that's just part of the catch with AI-powered customer service. It's like, it's improving stuff, but also making new problems 
.
! Nowadays, it's like everyone's expecting instant gratification, and that's just not gonna cut it. I mean, AI is cool and all, but we need to make sure it's not just benefiting the big corporations and leaving the little guys behind 
. It's great that Fin can resolve a million customer queries per week, but we need to figure out how to get those smaller companies on board too