Interesting post. I’ve actually spent time observing help desk personnel at contract call center sites in El Salvador and The Philippines. I’ve listened to a large number of calls, while observing the CSR, and on these two points:
- Connected HUMANS can search and analyze large datasets instantly to provide relevant information drawn from a multitude of sources (I am working on something for this now)
- Computers don’t get bored, angry or disdainful (yet) … yeah, but customers do and very quickly, as soon as they detect a bot and/or automated voice response system.
AI has a long way to go to provide the key element in a support call: empathy.