Google’s Voice Assistant Could Talk Its Way Into Call Centers

Re:Google’s Voice Assistant Could Talk Its Way Into Call Cen... by Spooky23 on Friday July 06, 2018 @08:50AM (#17470960)

The funny thing about call centers is that customers hate them, even when you are good at providing the service. Well regarded, customer focused companies like American Express offer best in class service -- but something like 60% of customers still don't want to talk to them and prefer email or web.

I think Google has an opportunity to do something interesting here, where you basically offer a voice API for humans to interact with. If they can scale it from conversational interactions down to "shortcut" command interfaces and drop the stupid dance that you do when initially calling, that would be an amazing thing.

[ Parent | on HN ]

Re:Google’s Voice Assistant Could Talk Its Way Into Call Cen... by candiodari on Friday July 06, 2018 @09:41AM (#17471287)

The problem with call centers, as an ex-IT guy for several of them, is not the people, but the interface they have to the company behind them.

People expect call centers to be able to do anything. Companies hiring call centers give them 2 or 3 options in a clunky web interface. Or worse, access to a ticketing system. Management does not want the call center to be able to do things, or wants certain metrics (no more than 10 unsubscribings per month - that sort of thing), and this then gets translated in "incentives" for the people answering the calls.

[ Parent | on HN ]

Re:Google’s Voice Assistant Could Talk Its Way Into Call Cen... by TheAceOfHearts on Friday July 06, 2018 @10:33AM (#17471669)

Calling up lots of companies is just a hassle, and you get trained to dislike it due to all the negative experiences.

My best support experiences have been with Apple. I've had to interact with them on the phone a few times and it has always been a highly positive experience. They don't give you any crap or try to sell more stuff.

[ Parent | on HN ]