After calling Delta Airlines to check on an issue, I was greeted by AI offering to help me.
After I stated what the issue was, the AI replied, “Ah, I’m sorry, I’m still having problems understanding, for bla bla bla, say – or press bla bla……”
Thus began the torturous 17-minute loop, where after I repeatedly requested “live customer service agent!”, AI replied, “Ah, I’m sorry, I still having problems understanding, for bla bla bla, say – or press bla bla……”
Finally, by a miracle (and only after being told, “goodbye” and disconnected 3 times) did I get through to a live agent!
A colleague recently told me about his frustrating experience with an AI-powered customer service system while trying to resolve an issue with his brokerage account.
When the AI asked how it could help, he explained that he needed assistance with his investor account. Rather than addressing the issue directly, the AI suggested that he review the company’s online help pages and wished him a good day.
My colleague responded that he had already searched through the available information and needed to speak with a real person. He repeatedly requested to be connected to a representative, but the AI continued insisting that the answer could likely be found on the website.
After several attempts, the system finally agreed to transfer him to a human agent. Unfortunately, he then spent nearly an hour on hold, only to have his issue resolved in a brief 30-second conversation once he reached a real person.
AI was intended to save companies time and resources. But if it is at the expense of the very customers who pay them, then this becomes a problem.
Yes! I completely embrace AI and the many benefits it brings. But in the realm of customer service, using AI has gotten out of hand.
Business history has demonstrated that when the customer needs are exchanged for short-term profits, the majority of those companies fail. Assuming that the latest and greatest thing will become the end-all for long-term success becomes presumed arrogance.
Rather than letting someone convince you that AI is great for customer service and long-term loyalty, ask that tech-sector salesperson:
- How much true experience he/she has had in customer relations?
- Would he/she like to give money (business) to a company who kept them in a loop for more than three minutes? Seventeen minutes? Or an hour?
And while you’re at it, ask yourself the same thing. Remember, part of success is understanding that it is also about balance.
John has broad experience in developing protocols for businesses to grow through exceptional customer service.