AI Chatbots in Media and Telecom: A New Frontier of Customer Frustration
By
Rick Ellis
A second-rack bagel that's nearly first-rack. Tasty stuff.
Summary
The article discusses the historically poor customer service culture of cable companies, rooted in their monopoly-era mindset where customer satisfaction was deprioritized. It draws a parallel to the modern frustration of dealing with AI chatbots, specifically citing a frustrating experience with Verizon's AI chatbot. The piece suggests that AI chatbots in media and telecom companies may be perpetuating the same customer service issues that plagued the cable industry.
Key quotes
· 3 pulledThe cable companies' roots were in monopolies, so in many cases, that created a corporate culture where customer satisfaction was a low priority.
In many instances, cable companies were given exclusive rights to various geographic areas and therefore had no incentive to prioritize customer service.
Complaining about your cable company was almost an American pastime.
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