Sonos faced angry customers when a glitchy app update caused problems, but instead of human agents, they used an AI bot from a startup called Sierra, co-founded by Bret Taylor from OpenAI. Surprisingly, the bot handled the situation well, even finding its own fix for some app issues. Generative AI is becoming popular in customer service because it can provide smarter, more personalized responses compared to older bots. Big companies like Amazon and Microsoft are also using AI in customer service. Some believe AI bots are ready to handle most tasks, while others think they should assist human agents.
GreyMatterz Thought
It’s impressive to see AI stepping up to solve real customer issues, like how Sierra handled Sonos’ app problems. If generative AI can keep improving, it might really change how we experience customer service—hopefully for the better!
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Source: https://shorturl.at/YSMw7
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