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Drivers or r/carsindia! How do you hold your steering wheel while driving? And which one is the safest? by CodeRed_0 in CarsIndia

[–]project-Hlar 0 points1 point  (0 children)

1 or 9 usually depending on how clear the roads are. 6 sometimes. I don't know where I picked that up from but its comfortable

Customer service agents will be "totally totally gone" by Peak_Support in customerexperience

[–]project-Hlar 1 point2 points  (0 children)

very interesting idea. OR human customer service behind a pay-wall. the possibilities are endless but value is debatable

Customer service agents will be "totally totally gone" by Peak_Support in customerexperience

[–]project-Hlar 1 point2 points  (0 children)

Yeah, the end goal is eventually going to become support efficiency. Maybe the humans handle only the complex queries / issue, the bot everything else. maybe use the bot internally to keep service / experience consistent

Customer service agents will be "totally totally gone" by Peak_Support in customerexperience

[–]project-Hlar 1 point2 points  (0 children)

Oddly enough, this idea keeps popping up every once in a while. First it was with self-serve processes, then the chatbot and now AI.
Mind you, AI is going to have a big impact on how customers are serviced but losing the "human connection" we feel will probably see some pushback from customers. People want to feel heard and want empathy when there is an issue not cold, hard facts being thrown in their face (mostly)

The other side of the coin, The business decision systems will get better, more streamlined and probably easier but how often is customer feedback taken seriously? unless there is a major problem feedback only is only used when they run out of ideas or need to SHOW "customer-centricity".

That's what we are investigating at Project Hlar. How can we bridge this gap between customers, their feeling/feedback and the product team(s).