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A comment on Hate Chatbots? You Aren't the Only One. Parent comment

Re:Hate Chatbots? You Aren't the Only One by bgirard on Tuesday May 28, 2024 @12:30PM (#40502527)
I wonder that too. If you're only measure one part of the funnel (e.g. CS costs) and not the total funnel (e.g. losses due to poor CS quality like a customer dropping the project) then it's easy to conclude that making CS more painful is a win.
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Re:Hate Chatbots? You Aren't the Only One by ahzhou on Tuesday May 28, 2024 @05:54PM (#40506024)
It depends on the business, but the kind of metrics you are talking about are measured and taken seriously. People have absolutely gotten fired for CS quality KPI drops.
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