By Natasha Kwachka
The last time you called a customer service line, what was your experience? Were you greeted by an eager representative ready to help solve your problems? Or did you yell “CUSTOMER SERVICE” into your phone repeatedly until you heard “I’m having a hard time understanding you, let me get you to a representative” and were forwarded to a queue? Is this, the elevator music and the robotic voice reassuring you every three minutes that you’re next in the queue, the customer experience of the future?
While some believe Artificial Intelligence will replace everyone, others question if customer service can ever be replaced. I came across this article that explains the perils of trying to replace customer service with automation. Take a look, and let us know what you think!