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Stephen Schwarz's avatar

The Uber thing happened to me too. What happened was that there was another person nearby also hailing an Uber and he took my car by mistake. The Uber driver is supposed to check ID but that check consists of asking, “Are you so and so?” Not much of a fail safe. But the Uber had my destination not his, so that trip terminated a few blocks away. I got billed anyway.

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omar's avatar

I’ve had the opposite experience. When I interact with a robo–customer-service rep, I find it easy to push it to its limits and figure out what it can or cannot do. However, I get frustrated when I’m transferred to a foreign call center where the human agent follows a script yet seems to have little real knowledge of the product or service I’m calling about. I have spend many aggravating hours on such calls.

I do believe AI will greatly improve the customer service experience in the coming years. Unfortunately, that will likely come at the expense of customer service representatives themselves, as many of those jobs could disappear.

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