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FINALLY! They’re looking at an issue that’s bugged me for several years. I’ve found that if you want to get to a human quickly, just repeatedly say “complaint”. 😈
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Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear integration path and reliable, easy-to-access human support. This is especially true when problems require more complex interactions to resolve.
Artificial intelligence (AI) is used in 70 percent of customer contact centers, according to an April report from market research firm Gitnux.
The report revealed that AI chatbots—virtual agents that simulate human conversation on the phone or online—reduced customer service call volume by up to 30 percent. Meanwhile, 65 percent of managers at contact centers say AI has improved employee efficiency.
However, while industries rush ahead to optimize contact and call center efficiency, customers are getting frustrated with AI interactions that make it difficult to reach a person and seek resolution.
One such interaction happened to Corey Colwell during a recent attempt to troubleshoot an issue with the popular communications platform Zoom.
“I spent 20 minutes trying to get help with a Zoom account feature, going in circles with an AI bot. No resolution, just frustration,” Colwell told The Epoch Times.
Colwell is the chief operations officer of the personalized supplement company SNiP Nutrigenomics, which requires her to interact with AI in service-related roles regularly. Over the past few months, she’s noticed that her daily AI dealings have become more frustrating.
“Nearly every company seems to have adopted some form of AI customer service bot, and I’ve rarely found them effective. Unless the issue is extremely basic, the experience is often confusing, impersonal, and unhelpful. It reflects poorly on the brand,” she said.
An estimated 70 percent of customer interactions will involve AI in 2025, according to a Wifi Talents analysis.
Research shows that the majority of people still prefer speaking with a human when they’re trying to get an issue resolved. A recent McKinsey & Company survey observed that 71 percent of Generation Z and 94 percent of baby boomers who responded preferred live calls for problem solving.
Moreover, the same study noted that 57 percent of team leaders working in customer care anticipate call volumes to increase over the next one or two years.
A long-time customer of telecommunications company Xfinity, who asked to be referred to only as Dana, said she was frustrated with a recent experience with AI.
“I’ve been getting billed for service I cancelled and it happened twice now. It’s nearly impossible to get someone on the phone so I had to go into one of their offices in person, which was incredibly inconvenient,” Dana told The Epoch Times.
Dana felt increasingly annoyed with a series of AI prompts that didn’t put her in touch with an actual customer service agent. “You can bet I'll never recommend their service to anyone—like, ever!”
Dana and Colwell’s experiences are drops in a sea of unhappy online chatter that underscores the need for balance in AI’s customer service interactions.
Thankfully, many businesses recognize there’s no substitute for good old-fashioned human problem solving.
The Epoch Times reached out to Xfinity and Zoom for comment but did not receive a response.
https://www.theepochtimes.com/article/why-ai-service-agents-are-frustrating-customers-5883437?
https://www.cbc.ca/news/canada/calgary/danielle-smith-rancher-town-halls-analysis-1.7583074
Premier Smith brings the hammer down:
“"Last year we sold 30 [head of] beef ... we've done it safely and of the highest quality," Anderson told the July 2 town hall south of Calgary.
"Last week I got an email from Alberta Ag effectively cancelling the program," he added, to scattered boos in the crowd.
Anderson listened to Sigurdson defend the government's policy change and emphasis on meat safety. But the rancher was struck by the premier sitting quietly next to her minister, glancing over with what Anderson described as a "what's going on?" look.
Five days later, on July 7, Alberta Agriculture announced that after hearing farmers' concerns, it would indefinitely pause the limits to on-farm slaughter licences that it had just brought in.”
Yes people! The solution is in our hands. Get out and vote! I know I’m preaching to the choir here but we need to spread the word.
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Bike lanes and tracks are a scourge on the roads of Canadian cities. They tie up traffic, steal parking from suffering urban businesses and are barely used for half of the year. The underlying reason for expanding bicycle infrastructure has nothing to do with bicycle commuters. Years of studies have shown that despite the addition of countless kilometers of new bike lanes, the number of people who commute daily by bicycle remains a tiny minority of citizens.
So why are bike lanes expanding so much when there is no real demand for them?
It’s due to density-obsessed urban planners who have infested city bureaucracies. They tend to be downtown living hipsters who believe that if they can live without a personal automobile, everybody should be able to do the same. They are ideologues who are opposed to personal automobiles for environmental, social and economic reasons based on a twisted ...
