Ever have the support person ask you, “is it plugged in?”
Ever have the support person ask for your phone number 5 times during the call?
Ever have the support person ask the same question multiple times?
Frustrating, right?
This isn’t a person problem. They are perfectly rational and helpful humans. This is a system problem. Specifically, the system must be generic enough to cover all of the cases. They can’t see what you see, therefore, there’s a flow chart. A form to fill out. A script. The person gets evaluated against the script.
AI should be better at this.
AI knows context. AI has perfect contextual memory. AI can be trained on problems without a flow chart. AI will have gone through the same procedure as you have already.
One-size-fits-all doesn’t have to be the approach with AI behind the tech support person.
Oh, you’ll still want a person. The smart companies will still have the people.
But these tech support people should have AI behind them. Just like the carpenter has saw and drill.
