I have noticed this too recently. The responses feel structured but miss the actual intent of the question. It is a good reminder that without real understanding and context, the experience quickly becomes frustrating instead of helpful.
I mentioned in another reply that I built call centers during and after my time at AWS for organizations (Amazon Connect), I assure you that the human you get online is no more knowledgeable than the chatbot. Even before AI they were using a knowledge base. Now services like Amazon Q for Connect automatically displays KB answers to the agents based on the conversation you are having with the human agent.
Difference is, before, the human used domain knowledge to convert customer question into KB query. Now, that's done by "AI", so human needs no domain knowledge, nothing but the ability to perform the text-to-speech.
raw_anon_1111|8 days ago
chrisjj|8 days ago
Difference is, before, the human used domain knowledge to convert customer question into KB query. Now, that's done by "AI", so human needs no domain knowledge, nothing but the ability to perform the text-to-speech.
chrisjj|8 days ago
... extending calls and thereby deteriorating queue wait time ... driving more puppet hires and raising costs!