TechTakes

Capgemini has polled executives, customer service workers and consumers (but mostly executives) and found out that customer service sucks, and working in customer service sucks even more. Customers apparently want prompt solutions to problems. Customer service personnel feels that they are put in a position to upsell customers. For some reason this makes both sides unhappy.

Solution? Chatbots!

There is some nice rhetorical footwork going on in the report, so it was presumably written by a human. By conflating chatbots and live chat (you know, with someone actually alive) and never once asking whether the chatbots can actually solve the problems with customer service, they come to the conclusion that chatbots must be the answer. After all, lots of the surveyed executives think they will be the answer. And when have executives ever been wrong?

Now that AI got involved it's on topic for TechTakes I guess. Making a containment thread because there might be a lot to sneer about this.

!Train wreck at Montparnasse Station, at Place de Rennes side (now Place du 18 Juin 1940), Paris, France, 1895.

Boring version of of the main story: https://text.npr.org/nx-s1-5345802

Skynet declares trade war on penguins: https://archive.is/Nn5MC

Reactionary news outlet celebrates 77% drop in stock price by taking everyone else down with them: https://bsky.app/profile/brianmfloyd.bsky.social/post/3lluybov3i22o

https://www.youtube.com/watch?v=e7DZZuCi95o - video

my delivery was near perfect on this video, i'm very pleased