quote:

Originally posted by Lefty Sig:
What I hate is the script with the mock empathy.

I'm so very sorry you feel that way. Let me check your account and see how I can help.

quote:

Originally posted by Lefty Sig:
What I hate is the script with the mock empathy.

^^^^^^^^^^^^^^^^^^
Does not bother me. Better than the tough shit next problem script.

I'm finding it more efficient to use chat to resolve problems. Chat is way easier when doing the annual Sirius subscription negotiation -- you type what you're willing to pay. They try to raise you. You type $X a month or I must cancel" and they cave.

quote:

Originally posted by M'headSig:

I'm finding it more efficient to use chat to resolve problems.

Another advantage of chat, over phone call, is the ability to retain a written record, which minimizes the "he said, she said" BS if the situation needs to be revisited.

About 30 years ago, there used to be a programming language (began w/ an S?) that was supposed to enable some level of 'intelligence' to help troubleshoot issues. Kind of early AI.

I wonder if AI will revolutionize call center support - you just interact w/ some AI engine online.