This doesn’t tell you that AI is great. It tells you that Indian customer service deserves their terrible reputation.
Agree. When I get a AI voice box I immediately ask for a real person…
The company from which I retired contracted out their IT help desk to India some years ago. It was as bad as you would have expected, but someone told me a good workaround. When you’d place a call, you would choose Spanish instead of English. Then when an IT person would come on and start speaking Spanish to you, you’d apologize and say you pressed the wrong button, and you’d get transferred to someone who spoke American English. Worked every time.
I can never understand what they are saying.
^^^That right there.^^^
I work for a very large, global tech company. We were told last week that most of the US help desk operations, along with tier 2 desktop support would be moving to India asap. That will not be good for our customers, but the stockholders want that extra penny per share on their dividend checks so that's how it's going to be.
But then it doesn't tell you that it isn't either.
This is just the start...not the end of the road (unless you just got fired).
They do deserve that rep, but if ChatGPT is any indication, replacing all agents with AI customer service will be worse at its worst.
What concerns me is that everyone is rushing to adopt AI when it objectively is still a POS. That will have consequences.