I asked ChatGPT how I should respond to this video. It says:
I completely understand and appreciate your preference for authentic human interactions in customer service over the use of pre-written marketing scripts. Interacting with a real human brings a sense of genuineness and allows for more meaningful and personalized conversations.
When customer service representatives step away from rigid scripts, they can focus on truly understanding the customer’s unique needs and concerns. This flexibility enables them to provide tailored solutions and empathetic support, making customers feel valued and heard.
Genuine human interactions also foster a stronger sense of trust between the customer and the company. Customers can sense when they are talking to someone who is genuinely interested in helping them versus someone who is just following a script. Building trust is vital for long-term customer loyalty and positive word-of-mouth referrals.
While pre-written scripts may serve as a helpful guideline for some situations, empowering customer service representatives to have the freedom to communicate naturally and authentically is essential for creating a positive and memorable customer experience.
It’s encouraging to see that you recognize the importance of human connection in customer service, as it remains a fundamental aspect of building strong customer relationships and ensuring customer satisfaction. As businesses continue to evolve, striking the right balance between human interactions and efficient processes will be crucial for delivering outstanding customer service.
@OnionSoup Damn, that is scary good. If it’s really generated independently by the AI (though from ‘scraping’ the whole internet) as opposed to just extracting complete sentences or paragraphs from existing human-written documents, it means we are basically doomed.
@OnionSoup Did you just ask it in text what it thought about customer service scripts, or can you actually have it watch the video and go from there?
If it really could watch the videos here, and learn from them, I’m afraid it would get a very warped perspective of humans. Or little puppet creatures.
@pmarin yes, asked in text. Something like “Give me a reply to a video that says it prefers human interaction to corporate generated scripts” (I don’t remember exact wording I gave it, but it was something along those lines…)
To my knowledge it can’t parse from videos yet.
There are models you can give it a picture though and it will describe in detail what is on the picture.
@OnionSoup@pmarin idk. There’s definitely something artificial about that. Repetition. Overly long. Some word salad. A little patronizing.
I guess I would call that someone following a script about how to respond to someone complaining about people following a script. Idk if id know if it was a bot or not in the wild but its definitely not a normal response
Yep, Irk & ChatGPT summed it up nicely! When i worked for many years at a call center, therefore having a massive reservoir of experience from which to draw, this is exactly what i tried to explain to supervisors who would ding me on an eval when i didn’t read part of the script that had nothing to do with why the person was calling, or didn’t flow at all with the interaction we were having, etc. It always baffled me how little companies cared about their customers’ needs or impression of them.
@ircon96 Don’t even get me started on how it took 7 calls and 55 minutes to get through to comcast. Their phone bot kept hanging up on me - took 3:22 to get past the advertising, verifying who my neighbor in this apartment building was (who had already given up in frustration and asked me for my help), etc… I finally I got their text message url (which I finally agreed to have sent) to put me (well my neighbor) on call back by typing fuck you over and over through 4 or 5 cycles of their irrelevant choices (picking other to say that), none of which had anything in common about what I was calling about. The only upside of all that wasted time is they gave my neighbor a $15 credit for the wasted time and bullshit.
Not only does it have non-helpful redirect options that don’t give you what you need but the responses it gives are downright rude and insulting.
Did UPS really replace unpredictable humans with a predictably rude and sassy answer bot?
If I’m having a bad experience with UPS getting sass from a robotic answering system doesn’t help me… Nor the eventual human that I eventually manage to track down after an hour of trying. (Had to keep reminding myself…" It’s not her fault, it’s not her fault", but hard when the answering system got me the angriest I’ve been in years… And I was only minor piqued before I called)
@ircon96@Kidsandliz@OnionSoup Ugh, I’ve had trouble with both those companies.
Also Fedex in 2021 when an Irk just never showed up. But yesterday I actually got enraged at the person who answered my call for help with a magazine subscription - she was in the Philippines, I think; her English was fine but she just kept repeating the same things to me and not paying any attention to what I told her and I finally said, “never mind, I’m too annoyed about this to continue!” and hung up. I called again today and got someone better.
@Kidsandliz@OnionSoup@Kyeh Yep, I’m convinced some of these companies have moved from passive aggressive to just plain aggressive. There has got to be a cabal of black hat phone tree (and online chatbot) programmers who get a sadistic thrill from making a labyrinthine hellscape out of what used to be an annoying but benign experience. Evil bastards.
@ircon96@Kidsandliz@Kyeh if you’re a cable company or a delivery company you can afford to be annoying I guess because there aren’t a lot of alternatives for customers to choose.
I asked ChatGPT how I should respond to this video. It says:
@OnionSoup Damn, that is scary good. If it’s really generated independently by the AI (though from ‘scraping’ the whole internet) as opposed to just extracting complete sentences or paragraphs from existing human-written documents, it means we are basically doomed.
@OnionSoup Did you just ask it in text what it thought about customer service scripts, or can you actually have it watch the video and go from there?
If it really could watch the videos here, and learn from them, I’m afraid it would get a very warped perspective of humans. Or little puppet creatures.
@pmarin yes, asked in text. Something like “Give me a reply to a video that says it prefers human interaction to corporate generated scripts” (I don’t remember exact wording I gave it, but it was something along those lines…)
To my knowledge it can’t parse from videos yet.
There are models you can give it a picture though and it will describe in detail what is on the picture.
@OnionSoup @pmarin idk. There’s definitely something artificial about that. Repetition. Overly long. Some word salad. A little patronizing.
I guess I would call that someone following a script about how to respond to someone complaining about people following a script. Idk if id know if it was a bot or not in the wild but its definitely not a normal response
@OnionSoup @pmarin @unksol To me, it sounds kinda like someone giving a TED Talk.
@ircon96 @OnionSoup @pmarin which is not the response to a question. LLM is not AI
Yep, Irk & ChatGPT summed it up nicely! When i worked for many years at a call center, therefore having a massive reservoir of experience from which to draw, this is exactly what i tried to explain to supervisors who would ding me on an eval when i didn’t read part of the script that had nothing to do with why the person was calling, or didn’t flow at all with the interaction we were having, etc. It always baffled me how little companies cared about their customers’ needs or impression of them.
@ircon96 Don’t even get me started on how it took 7 calls and 55 minutes to get through to comcast. Their phone bot kept hanging up on me - took 3:22 to get past the advertising, verifying who my neighbor in this apartment building was (who had already given up in frustration and asked me for my help), etc… I finally I got their text message url (which I finally agreed to have sent) to put me (well my neighbor) on call back by typing fuck you over and over through 4 or 5 cycles of their irrelevant choices (picking other to say that), none of which had anything in common about what I was calling about. The only upside of all that wasted time is they gave my neighbor a $15 credit for the wasted time and bullshit.
@ircon96 @Kidsandliz UPS has the absolute worst telephone system.
Not only does it have non-helpful redirect options that don’t give you what you need but the responses it gives are downright rude and insulting.
Did UPS really replace unpredictable humans with a predictably rude and sassy answer bot?
If I’m having a bad experience with UPS getting sass from a robotic answering system doesn’t help me… Nor the eventual human that I eventually manage to track down after an hour of trying. (Had to keep reminding myself…" It’s not her fault, it’s not her fault", but hard when the answering system got me the angriest I’ve been in years… And I was only minor piqued before I called)
@ircon96 @Kidsandliz @OnionSoup Ugh, I’ve had trouble with both those companies.
Also Fedex in 2021 when an Irk just never showed up. But yesterday I actually got enraged at the person who answered my call for help with a magazine subscription - she was in the Philippines, I think; her English was fine but she just kept repeating the same things to me and not paying any attention to what I told her and I finally said, “never mind, I’m too annoyed about this to continue!” and hung up. I called again today and got someone better.
@Kidsandliz @OnionSoup @Kyeh Yep, I’m convinced some of these companies have moved from passive aggressive to just plain aggressive. There has got to be a cabal of black hat phone tree (and online chatbot) programmers who get a sadistic thrill from making a labyrinthine hellscape out of what used to be an annoying but benign experience. Evil bastards.
@ircon96 @Kidsandliz @Kyeh if you’re a cable company or a delivery company you can afford to be annoying I guess because there aren’t a lot of alternatives for customers to choose.
@ircon96 @Kidsandliz @OnionSoup
Yup, good old monopolies.
@Kidsandliz @Kyeh @OnionSoup Exactly!