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Oh no, Intel is moving customer support to AI (www.pcworld.com)
submitted 8 months ago by to c/technology@lemmy.world
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[–] 26 points 8 months ago (8 children)

Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren't allowed to go off script.

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  • [–] 15 points 8 months ago (4 children)

    I feel bad for the level 1 tech support folks. They're so script driven that you have to go through the hoops before your problem can be fixed.

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  • [–] 26 points 8 months ago* (2 children)

    And why is that?

    BECAUSE PEOPLE ARE FUCKING STUPID!

    - Is your router on?

    - Yes.

    - What color are the lights?

    - There are no lights.

    - Please turn the router on.

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  • [–] 11 points 8 months ago

    I think the same thing about the service reps.

    I just moved, you have my router registered to a different region, please transfer it.

    Have you tried rebooting your router?

    We'll send someone out to check your wires.

    3 transfers later your router was registered to a different region in our system, it'll take a day for the transfer of these 16 bits to happen.

    Repeat next move.

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  • [–] 8 points 8 months ago*

    I once contacted Verizon L1 support for a network outage, and they use your classic outsourced call center in Singapore, can’t actually do much of anything to help you style support and he just kept telling me how crazy it was that I wasn’t yelling at him, and lowered the price of my service for the next 3 years lol.

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  • [–] 8 points 8 months ago

    Assuming you get a hold of a human:

    Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren't.

    If you treat them like "monkeys who aren't allowed to go off script"? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.

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  • [–] 4 points 8 months ago

    Love this part of my work. Benefits of small business that's 90% B2B I suppose.

    The phone tree is one level deep by design. You dial, listen to options and then pick one. There's no bullshit 'use the website' or 'have you considered our other shit?' The hold music doesn't suck and it's only interrupted by an actual person that can help you.

    No script when you are put through. Just me, the user, and whatever I can cobble together and cajole into a solution.

    And there's no fucking AI.

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