Where are the humans? As larger companies outsource customer service to chatbots and overseas call centers, it’s getting damn near impossible to be able to talk to someone who can actually help you. I’m sure, like me, you’ve had an issue and tried both the website and phone number of the company and came away frustrated as hell. It seems some companies are making it near impossible to talk to someone. But, if they’re going to rely on AI to take care of their customers, it has to get better. Or they have to be better at training it.

I’ve had this problem with Xfinity/Comcast for a few years now, often the AI customer service bot can’t figure out what I’m asking for and I get stuck in an endless loop where it keeps taking me back to the same beginning prompt, with no way out and no way to speak to someone who can help.

A new example happened yesterday. We got a UPS package to our house addressed to a person who doesn’t live here. Our address was on it, but it wasn’t our package. Now, mind you, I think UPS is generally a great company that does it’s job well. But, the customer service was a very frustrating experience. I called their number and got their automated AI chatbot who couldn’t understand what my problem was, since it wasn’t one of the usual ones. Eventually, I got it to send me to a real person. That person was pleasant enough, but was having trouble understanding me because her English wasn’t very good. Finally, she sort of figured it out and gave me the name of the company who had sent it and told me I had to contact them to straighten it out. It was taking more effort than I wanted to extend to make sure the person who was supposed to get it, got it

Next, I tried going to their website. The five options it gave me for problems it could help me with didn’t fit my current situation. I told the chatbot this and explained what the issue was. It suggested I call their number. Having already done that I quietly to myself gave the chatbot a suggestion of my own. Again, I’m not trying to pick on UPS. This is a problem across many companies and sectors. And it’s only going to get worse.

There is Help Available

There is one place where you can still find a human who is helpful. It’s our old friend social media. In both cases, my previous issues with Xfinity and this recent one with UPS, I contacted them through X (the artist formerly known as Twitter). There I have found their social media teams to generally care and to take care of you fairly quickly. My Xfinity problems were resolved. The UPS driver just picked up the package today and will hopefully find it’s rightful owner.

I understand the need to automate some of their processes. But if you’re ticking off and frustrating your customers, how much are you losing in the long run? Do the loses outweigh the gains? It’s something companies will have to grapple with. Hopefully they get better at it. Or maybe AI will advance enough to make it a great experience. In the meantime, some brands may be saving money but losing customers. What are your thoughts on this issue?

– Mike McClure, President