Consumer frustration grows as customer service becomes more automated

2023-09-17 09:00:21 00:02:55 [ • ] FRUSTRATION IT’S CAUSING AND HOW ONE COMPANY IS TRYING TO FIX IT. >> Reporter: WHETHER SOMETHING GOES WRONG WITH YOUR TAYLOR SWIFT PURCHASE ON TICKETMASTER. >> THERE’S NO CHAT. THERE’S NOT A PHONE NUMBER. >> Reporter: OR TRYING TO TELL LYFT THAT THEIR ETA IS OFF BY AN HOUR.

>> I’M LIKE, I DON’T WANT TO GIVE THE DRIVER A ONE STAR REVIEW BECAUSE IT’S NOT HIS FAULT, BUT THAT’S REALLY THE ONLY WAY TO GET THEIR ATTENTION. >> Reporter: CUSTOMER SERVICE IS BECOMING LESS HUMAN. >> THE LESS MONEY ORGANIZATIONS SPEND ON SERVICE, THE MORE

PROFITABLE THEY ARE. >> Reporter: AND THAT’S MAKING THE REST OF US CRAZY. A BOOK WAS WRITTEN ABOUT IT. HIS RESEARCH SHOWING — >> PRE-2020 CUSTOMER DISSATISFACTION WAS 56%. THEN FROM 2021 IT’S GONE UP TO 66%. >> Reporter: TWO OUT OF THREE PEOPLE ARE REPORTING

DISSATISFACTION WITH CUSTOMER SERVICE? >> THAT’S CORRECT. >> Reporter: NOW TICKETMASTER SAYS THEY’RE RAMPING UP FAN SUPPORT AND LYFT SAYS THEY’RE CONSTANTLY LOOKING FOR WAYS TO IMPROVE HOW THEIR ALGORITHMS ESTIMATE WAIT TIMES, BUT THE PROBLEM REMAINS. IT’S BECOMING HARDER TO GET HELP FROM A HUMAN.

>> WHEN COMPANIES REMOVE THE 800 NUMBER, THEY TELL THE CUSTOMERS, WE WANT TO DEFLECT YOU. WE DON’T WANT YOU TO CALL. >> Reporter: A.I. POWERED ROBOT VOICES TO ANSWER CALLS AND SOLVE SIMPLE PROBLEMS WHERE THEY CAN. THIS CANADIAN DRIVER NEEDED HIS CAR TOWED.

>> WE EXPECT A SERVICE VEHICLE TO REACH YOU WITHIN 39 MINUTES. WE’LL CONTACT WHEN YOUR DRIVER IS FIVE MINUTES AWAY. >> Reporter: WHEN I SPOKE WITH REPLICA AGENT ABOUT SCHEDULING AN EYE APPOINTMENT. IT MOSTLY WORKED. >> SHOULD I BOOK THAT APPOINTMENT FOR YOU.

>> YES, BUT I’M 6’7″ I FIND I HAVE A BIG HEAD. WILL YOUR EQUIPMENT FIT HE? >> Reporter: I SUCCESSFULLY BOOKED YOUR APPOINTMENT WITH DR. WINTERS ON THURSDAY, SEPTEMBER 7th AT 8:00 A.M. >> NOT SO MUCH WITH THE BIG HEAD. >> Reporter: A.I. SHOULD ONLY

HANDLE THE EASY STUFF SO THAT A REAL KAGT HANDLE THE TOUGH STUFF. >> WE TRY NOT TO FAKE BEING HUMANS. I JUST WANT TO GET OUT OF THE WAY SO THE AGENTS ARE FREE TO DEAL WITH THE MORE COMPLEX ISSUES.

>> Reporter: AFTER ALL, AREN’T WE PAYING FOR THIS CUSTOMER SERVICE ONE WAY OR ANOTHER. >> WE PAY HUGE AMOUNT OF ADMINISTRATIVE FEES TO THEM, BUT YET THERE’S NOBODY — THERE ARE NO PEOPLE TO TALK TO. >> Reporter: SOME CUSTOMER SERVICE SYSTEMS TRULY ARE AN UNBREAKABLE JAIL.

STILL, HE RECOMMENDS THESE TIPS TALKING TO A HUMAN ON THE PHONE. IF THERE’S A SALES OPTION, THAT’S A QUICK PATH TO A REAL PERSON. SELECT OR SAY YOU WANT TO CANCEL YOUR SERVICE. IF THE CALL IS VOICE ACTIVATED, JUST KEEP CHANTING HUMAN OR AGENT.

IF ALL ELSE FAILS, PRESS 9 REPEATEDLY. BUT MOST IMPORTANTLY, WHEN CUSTOMER SER

As customer service becomes more automated, some consumers are becoming frustrated with how difficult it can be to get help from another human. NBC News’ Jacob Ward visited a company that offers AI powered agents to answer calls and put the technology to the test.

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0 Reviews

32 thoughts on “Consumer frustration grows as customer service becomes more automated”
  1. Humanity's corporations are always looking to replace humans with computer code. The irony is that ONE day, a "corporation" will simply be 100% computer code; no human employee will be required.

  2. People need to treat service workers better if they want them to stick around. They already have low pay why should anyone want to deal with customers who are rude and harmful to mental health when we can get better paying jobs.

  3. It's just stupid when they have a local store and the number is for the local store but it actually reroutes you to the centralized automated system so you can't even ask if something is in stock locally

  4. Try calling Canada revenue and getting to talk to someone. Hours on the phone and surprise surprise no solution except THEY lost the paperwork. It took 45 minutes to make an appointment for the doctor. This is outrageous.

  5. Xfinity was the worst. And they have a monopoly of certain sides of chicago so consumers don’t have a choice. Anyway we just cancelled and have gone back to antenna

  6. That is exactly what the Indian running for President wants! To inundate the US with Visa B1 holders to work in call centers taking good paying jobs from American citizens and have the American citizens fight with Undocumented Emigrant for low paying jobs?

  7. Forget about LYFT, call a cab! So much better. When ever you can, go directly to the box offices of the venue where the artist is going to perform and purchase your tickets. So many more of these box offices exist, they just don't want you to know.

  8. It's not about customers nor is it about service. It's: "We have you locked in , and were going through the motions to pretend we care about you, someday you'll die and we'll go on to someone else".

  9. This Country has changed where in BUSINESS you used to can count on being told you were APPROVED for like a loan, a free phone, hired for a job etc.. And being contacted or a reply to your email or phone call. When you are told you are Approved for something you applied for even having it on paper it don't matter any more. These agencies, businesses, Orgs like the SBA will just CANCEL an Approval with a signed contract giving no explanation just leave a business hanging and they were steady saying they were going to fund that loan increase week after week for 2 years.

    This free cell phone company told me you should receive your new phone in 7 to 10 business days already a customer with a phone # went through the whole process with me replacing the damaged phone and NEVER sent it out LYING they were. I get hired for a UPS job online but the local warehouse didn't want to bring me in after I went to an orientation scheduled by online national UPS. When I hear Approvals, accepted, hired or someone telling me they are going to do something for me UNTIL it's DONE then I believe it or trust it.

    Honestly I never thought legit businesses would even do that type stuff being left hanging AFTER approved or won something. I'm worried if I try to turn in a 700 Million jackpot winning ticket and they say it don't count you didn't win and did! Or I become disabled apply for social security benefits and they send a letter i'm approved but never send the benefits at this point they have me thinking like this. Doing what they want to do showing their control and nothing we can do just walk on from their foolishness! We consumers no longer have rights and protections against these crooks!!!

  10. Two things I hate when I place a phone call to a company. One is to get a recording and not get through to Customer Service. Second, is to get a person on the line who cannot speak English well, and does not understand what I’m saying because of that fact! And cutting your operating costs, you’re going to lose customers, which is probably worse than paying someone to do a job, a proper job!

  11. Making profit at the expense of firing employees who were in help desk taking calls from customer & this new ' A.I chat bot ' thing the new form of extreme cost cutting !

    Companies only think about money not about a bit of customer satisfaction .

    And they know the customers do not have any other option .

    Perfect situation for them .

    It will go even more worse in future.

    In Future the company which wil provide the real human interaction at their customer care/help desk will gain more in market share as it will be perceived as "they do listen to us" & sort of luxury !

  12. No buddy likes AI and a LOT of unemployment and homelessness could be solved if we GAVE more jobs by just having some one with no talent and no education answer the phone and answer questions they could learn on the job or at least have them put you on hold.

    Computers never work right, never ask the right questions and never have the answers you want.

    Humans can be just as bad at times when they say "google it" or "is it plugged in?" or when you have to deal with an accent.

    but having an AI that makes you repeat things you just said , making you chose from menus, not letting you progress until you try the most common solution which you LKNOW won't work etc endless list, its all very frustrating.

    but on the flip side , an AI doing a job for free lowers costs to the customer, lowers spending of the employer. We could save a LOT of money with more AI.

    Problem is AI is working the phone and the check out corner when AI SHOUKLD be working the coal mines and the waste disposal and various other hazardous jobs. We should be putting AI in side burning buildings and shooting them threw space and driving them around the bottom of the ocean not letting them assist us on tech support or having them write scripts.

  13. Yea I also hate to speak to a robot with limited options and many things customer service has a leeway like full and partial refunds that is based on the scenario.

  14. "Constantly looking at ways to improve estimates for wait times…" do we give awards for solving the wrong problem? A lot of big businesses out there would sure win a lot of awards if we did.

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