Member Since: 21st Aug 2018
21st Aug 2018
I agree with Jack Barmby that AI is often used incorrectly as a buzzword and it seems to me that M&S are doing this as a money saving exercise more than anything else. This post comes the day after I watched a video where a telecommunications market leader announced that they’re actually reducing their IVR to one option as they’ve recognised people want to speak to a human being ASAP when they ring. Reallocating staff to stores which are ultimately closing seems shortsighted to me- people are increasingly buying online and yet when something goes wrong, they will now speak to a robot but they could visit a store where there human beings waiting to serve you?!
For me, if I wanted a robot to help me self serve I would use the faq pages on the company’s website-I don’t because that takes too long-at the point where something has gone wrong with my order, I want to speak to a human being who can give me a quick answer but maybe that’s just me....