Will low quality AI customer support be the new normal?

Question

Now whenever I reach for customer's support chat or phone I get an AI agent replying to me and I get into a useless loop for a couple of minutes before I start begging it to link me to a real person.Will companies start losing customers because of that or people will eventually get used to this?

Leynos · Accepted Answer

Voice agents are a royal pita. They have trouble with any kind of British regional accent, they are tiny models because anything usable is too slow, and they have zero capability because they'd probably mangle the toolcalls anyway.
Elevenlabs using a completely incapable voice agent for sales outreach made me wonder if they were actively trying to dissuade customers.
It feels like the sort of thing a disinterested engineer implemented to appease a manager fixated on the shiny.

palguna26 · Answer

I believe customer support should actually be done by humans, as customers feel undervalued when they talk to scrappy voice agents, atleast make an effort to use good ones, so it tries to speak like humans