A discussion about the science of conversations and how the increasing adoption of generative AI in customer service can improve consumer engagement.
I had to call my broadband provider the other day, an activity that I always put off as it takes an eternity. Ages spent on hold listening to hits of yesteryear while being told my call is important and how much I am valued as a customer and then, if I get through without the call timing out, I invariably get diverted to another department as the operator doesn’t have access to the data/ information/ fault tracking information etc. and round we go again. These conversations are usually pretty trying, made more so as you know full well that the agent on the other end of the phone is probably running against the clock to close your call as quickly as possible and is furtively typing away looking for the scripted answer to your problem.
That got me thinking. (NAGRA)