Is artificial intelligence the future of customer service? - IBM THINK Marketing

Dealing with customer service sucks – it is the bane of our existence as consumers. Once you've searched the site to find the right number – which feels purposefully hidden to discourage you from calling – you then talk to a robot that completely fails to understand what you're saying (I said BILLING not Bill Clinton!). And let's not even discuss the hold music … You answer a few questions asked by a real human, only to find out you're speaking to the wrong person, who proceeds to transfer your call to someone else. When you're finally transferred to the right person, you're so frustrated with the entire process that you lose it, demand to speak to a supervisor or threaten to switch to a new provider all together. Whether it's calling our internet provider to deal with low speeds, our bank to ask about those extra rates or just ordering a pizza, there's just something about picking up a phone and calling to talk to a company rep that's simply agitating.