As I wasted several hours on the phone the other day with the technical support staff of a major computer manufacturer, I was reminded just how much today’s technical support is anything but supportive. From mindlessly regurgitating scripts that bear no similarity to the problem at hand to technical staffers that lack any familiarity with the company’s products, the sad state of technical support today raises the question of whether AI bots should largely replace basic frontline technical support staffs? From there I was passed to another representative who specialized in hard drives and finally to a RAID support technician. This raises the question of why we are still using humans at all for frontline technical support. This would leave the human support staff for the complex cases and genuine unknown situations.

Source: Forbes March 25, 2018 19:52 UTC