GTDTFC: That’s what I like. It is short for To work on the first call And this is rare to me when I have to talk to a career representative. This is often the case that I encounter an employee who is not interested in presenting a solution – or just can’t come with one, because they have no knowledge. Like the time I came home from abroad and there was no other data to be used for me. Yes, I’m not on an infinite plan. Monthly gigabytes coming up with my plan are almost always enough for my needs – and if, at any point, I burn first by them, I only buy many more to get me in the month. It has happened once or twice.
Back to my story: I called my career, asked what was happening, since I was clearly roaming, and I was not using my home country’s data. No one could answer me or explain.
As bad as I was not ready for the story my colleague Allen told the other day:
What happened is that many wireless carriers (including Verizon, T -Mobile, and AT&T) use high pressure sales matrix that force their representatives to meet hard quota to sell accessories, insurance, or additional lines. If representatives do not do so, they take the risk of losing their jobs. This pressure has created cases where representatives have allegedly added unwanted services to customer accounts to target their numbers. A Veraizon Rap, anxious to avoid the punishment associated with the score of low consumer impression, was caught begging for a 5 -star rating from a customer, with salaries cuts or even worse.
It’s not normal “hey, please rank the service, thank you a lot” type. Absolutely contrast:
Image Source – Reddit
In a five -minute period, the user apparently did not receive less than three messages for one Veraizon Representative who was begging for a five -star review. Four, completely five: otherwise, they “live in hell”. Perhaps what they mean by “hell” is that they will take the risk of losing their jobs. I don’t think Veraizon (Or other career, for this matter) is a literal hell with thorns and boiling water.
The case may be that the star rating system affects the salary of a representative at the end of the month, though, as another Reddit user suggests:
Image Source – Reddit
One of me wants to say that I am not surprised by the behavior of this representative, because I have seen it all over the years. But I’ve never been in a situation where big professionals request me to classify their service with maximum score, otherwise the “hell” is coming.
Do you know what Even if the service was advanced, the fact is that someone is so daring to review 5/5 that he automatically wants to give me a low rating. You don’t ask for a higher rank, people – either you earn it, or you don’t.
Do you remember the Game of Thrones’ Town Lanster Reference? It goes like this:
Anyone who must say, “I am a king”, there is no true king.
Similarly, a real five -star representative does not have to announce his alleged high quality service, as it should be clear through their actions.
Ai Bots welcome
Photo by Fonina
At this point, it is not difficult to wonder if AI boats may really improve in some human representatives facing you while dealing with Telcos. At least, an AI will never ask you for a five -star review or hide unwanted insurance on your bill… Okay?
It easily without complaint, without frustration, and most importantly – without emotional equipment that comes with a sales quota crush. In fact, with the right programming, AI boats can mostly handle the straightforward customer service requests, more faster than human representatives under influence, and more accurately.
The appeal is clear: AI is not tired, not defensive, and you will not put pressure on buying anything that you do not need (unless it is specifically programmed in this way). It can provide a permanent, polite response, remember the details of the previous chats, and immediately process large amounts of data to offer a solution based on the actual needs of the consumers.
Let’s not raise your hopes too high
He said, it is important not to fall into the trap of thinking that AI boats are silver pills for customer service. Whoever has ever been stuck in a chat boot loop knows what I mean. AI boats can misinterpret complex issues, fail to understand newborn, or provide slow, hollow reactions that do not solve the real problem. “Did he answer your question?” Is there anything disappointing than getting stuck in an endless cycle? When you really need it, he is a human being who has authority and flexibility that is, in fact, thinking out of the box and fixing things.
AI also lacks sympathy – something that can make a big difference during the disappointing conditions such as, when, in fact, billing mistakes or services closure. Bots do not understand the context as people do, and sometimes, regardless of how advanced AI is, there is no alternative to talking to anyone who can really hear and react accordingly.
The best solution is probably somewhere in the middle: AI boats handle the usual, repeated working tasks that reduce human representatives, while well -trained people step into more complicated, sensitive matters. It is about balance, not total alternative. I hope
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