Toot

Written by Jeff Miller (orange hatband) on 2025-01-09 at 00:37

@danluu "Not all of the money that's saved from phone trees is turned into profit — some goes into hiring support people who handle other tasks."

Your note on automatically generated support trees is part of the"everyone wins" scenario that a good support chatbot can deliver, making FAQs and standard requests fast for users and easy for support providers, allowing reps to concentrate on understanding rather than speed. Requests escalated to human reps come with user context ready at hand. Success metrics on the automated support interactions allow it to be tuned for faster or more effective responses, saving more human exception handling work.

But only a few orgs implement "everyone wins" levels of conversational agent support.

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