> It's always interesting seeing how HN reacts to AI CX (as someone who works in this space). Yes, the tech savvy crowd loves to say how they always ask for a human and love old school phone trees in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language
For the other 20-50% it's much worse, and that's the problem. And people on HN will tend not just to fall in that group but in the top 5% of "least solvable by just reading the website" questions.
Yup.
Raises the floor at the expense of lowering the ceiling.
And another thing...
Sierra says:
> Transform phone support with AI agents that speak naturally, reinforce your brand, and take action—across inbound and outbound calls.
Reinforce one's branding? For the better? Really?
Seems unlikely.
I've LARPed in most roles around product development. Tech support, sales, QA/Test, tech writing, marketing, etc. Enough to appreciate that engineering the entire lifecycle is important.
A comment elsethread states customers HATE these support robots. I believe it; me too.
Before adopting agentic CX (of whatever its called), I'd worry about alienating my current and future customers.
Penny wise, pound foolish.