Recently, they shared a story about how a woman would randomly call the staff and insult them about their mental health. What's worse, it turns out she was a therapist.
Anonymity, whether it’s online or on the phone, does something to a person. Somehow, people think they can insult others and treat them horribly if the other person doesn’t know their identity. The trend of treating. Recently, they shared a story about how a woman would randomly call the staff and insult them about their mental health. What’s worse, it turns out she was a therapist.
The chatbot could also help a customer service representative to de-escalate a situation. A bot would filter out routine inquiries and alert the agent when the customer’s language starts veering into abuse. It could also give the agent suggestions on how to de-escalate the situation by giving real-time coaching.
However, this doesn’t mean there is no human element in the interactions. The author emphasizes that AI should be a tool to help customer service representatives handle their tasks better and is not a replacement for human interaction. Mathew Patterson fromis also skeptical of relying on AI to solve this problem. “The problem of customer service abuse remains for us humans to solve in the real world,” he writes.
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