• by Cory Treffiletti , Featured Contributor, 4 hours ago

A few weeks back, I called a customer service line -- and for the very first time in my life, I was enthused about talking to an AI.  In fact, I was happier speaking to the AI than to a real person because the AI was “self-aware” enough to know how to answer my questions, including whether it was an AI.  This encounter made me feel that customer service can be supported with AI voicebots.

When I was asked for information, I asked the AI customer support person whether they were an AI, and they responded honestly, confirming that they were.  I suspected it was because of some of the speech patterns it used, but it was far more fluid and human-like than most customer service line voicebots. 

When it confirmed, it asked if I would prefer to speak to a real person, and I said no.  The interaction was seamless and far better than 99% of the other voicebots I’ve spoken with, and it left me happy with the experience.

The advancements in AI voice technology are truly astonishing.   The engagement was productive. It met my needs and cut out the small talk that sometimes lengthens customer support calls, dragging them out longer than I want. 

The experience was not unlike using a Waymo or other robotaxis versus a traditional taxi or Uber.  Many times, a real human driver wants to ask questions and have a chat, while I may simply be too tired or distracted to have a real conversation.  The time in a Waymo becomes focus time and can almost be meditative.   If I need to make a call, I can do so without fear of being rude to the driver or talking too loudly. 

Human beings are social by nature, and I love to have a good conversation, but not every situation warrants that interaction.  Sometimes it’s about doing what needs to be done quickly and efficiently.  AI, as it improves, can certainly help do that.  It gives me hope that I will no longer hear, “I’m sorry – push 1 to find out about home goods, and push 2 to speak to…”

Customer support voicebots are notoriously bad.  I have often found myself yelling, “Give me a representative,” or “Give me a real person,” but this time was different.  The ability to have a truly conversational interaction with an AI that can do what I am asking and connect me to the correct systems to get my refund processed, accept my trade-in, or achieve whatever experience I am looking for, is key. 

Customer service jobs were among the first to be replaced by AI.  Most of these jobs are offshored anyway, so replacing them doesn’t often affect the U.S job market as much as it affects the international job market.  Creating and managing this technology can create onshore jobs that drive hiring in the U.S. 

You don’t hear this point of view often, but it's possible that AI can create more U.S. jobs than it shuts down.

The next time you are on a customer service call, and you think you may be talking to an AI, ask it.  If the owners are thinking ahead, they are enabling the AI to conversationally confirm and propose the right solution.  That honest, open approach is the right one, and it just may speed up the adoption of this technology.