1. Home
  2. Artificial Intelligence (AI)
  3. Gartner: Despite the promise of AI, worst year ever for customer experience.

Gartner: Despite the promise of AI, worst year ever for customer experience.

0
0

AI does not make subway tracks run better in New York, or make phone queues any shorter at any airline. (yesterday: “Hold time currently is between 56 minutes and 1 hour 24 minutes. If you would like a call back…. or use our Website. Off to the website we go. Log onto site, put in all information, press Enter for results and…. “Oops! We’re sorry, but you have exceeded the maximum number of active sessions. #100527R.”

Now isn’t that the least helpful message, ever? Think about it: Oops! (did someone drop something?) We’re sorry (Who is we? Are you listening, watching, or monitoring?), but you have exceeded the maximum number of active sessions (ah, this is indeed a session we are having. My other sessions are US275 for 45 minutes, but at least they take notes). #100527R (Thank you, and I will use #100527R for my next call.)

Ah! But there is a chatbot. Or is it a Chat Agent, since it says “LIVE CHAT SUPPORT?” The AI-driven bot, or the human, has no idea that we are on the site, have failed to achieve our goal, or had already been directed to the site by the threat of needing to take the morning off to get a human to speak on the phone. Can anyone spell “Channel Islands of Obsolescence?” Or the acronym: CIO. Except that no CIO would ever, not one in 500 of them, be in the trenches to see this level of absurd customer treatment play out.

Read the entire article here, Despite the promise of AI, worst year ever for customer experience.

via the fine folks at Gartner

Categories:
Gartner Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. The company delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is the valuable partner to clients in approximately 10,000 distinct enterprises worldwide. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA, and has 8,300 associates, including more than 1,800 research analysts and consultants, and clients in more than 90 countries. For more information, visit www.gartner.com.

Featured Resources:

Related Articles:

| LATEST FEATURED RESOURCES

White Papers

‘All You Need to Know About Microsoft Windows Nano Server’ Veeam White Paper

Now updated for Windows Server 2016 GA release! You probably heard about Windows Nano Server already … but what is it exactly, and how do you get started with it? What value will it bring to your environment? Nano Server is a headless, 64-bit only deployment option for Windows Server 2016. Microsoft created this component specifically with […]

Downloads

Download Commvault VM Backup and Recovery: end-to-end VM backup, recovery and cloud management

Commvault’s ability to provide end-to-end VM backup, recovery and cloud management creates a significantly better way to build, protect and optimize VMs throughout their lifecycle. Our best-in-class software for VM backup, recovery and cloud management delivers a number of significant benefits, including: VM recovery with live recovery options; backup to and in the cloud; custom-fit […]

On-Demand Webinars

Architecting for today’s desktop environments – FSLogix On-Demand Webinar

October 19, 2017 Webinar with David Young, Solutions Architect and Product Champion, and Brandon Lee, Solutions Marketer. Video Recording of a live demo of FSLogix and an overview of the latest release of FSLogix Apps featuring Roaming XenApp Email Search and OneDrive App along with Skype for Business Global Address List and Device Based Licensing. […]

Latest Videos

Current State of EUC – E2EVC Video

Session from @E2EVC 2017 Orlando. For event information please visit www.e2evc.com/home. For slides, additional info etc please contact the presenter directly on Twitter. For best video and sound quality do visit the event! This video is from the fine folks at E2EVC Conference

Views All IT News on DABCC.com
Views All IT Videos on DABCC.com
Win a Tesla P100D

Visit Our Sponsors