An interesting phenomenon is happening with call centers. And it is obviously not the exasperation of the constant promotional phone calls. (By the way, a few days ago I called a guy to interview him and he started to rant telling me about all the colors and essentially reiterating that he didn’t want to change his subscription).
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No, the interesting phenomenon of call centers is another. In practice, if they have to find us to sell us something, they do it at any time, a person with a persuasive voice shows up promising to help us and there the teleshopping starts. But if instead we need them, to change a reservation and verify some data, we are bounced from an online chat where a bot tries to pretend to have understood what we need; to answering machines where we are invited to press button one or two to go on until we start again from the street. In short, the phenomenon is this: human beings make sales; rudimentary artificial intelligence does customer service.
It is not accidental: human beings are still much better but they cost more and if you have to cut, you cut on the service not on the turnover. The result is that when the phone call arrives someone actually falls for it and changes subscription to gas, electricity or the telephone; while if you have to exercise your rights, report a malfunction, or simply if you need help, you are doomed. To put a stop to the spread of marketing calls, a new tool will soon be launched, the register of oppositions; but it will be necessary to deal with the second aspect as well.
The decline of customer service. Buy something online and if there is a problem with some exceptions (like Amazon) you end up in a black hole. Unless you like to talk to a rather stupid artificial intelligence, however.