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I am begging brands to stop putting AI bots in charge of customer service - the one touchpoint with customers where a human is more needed than ever. I know Real Real is just following suit, but it’s so disheartening
Yeh, I think proper customer service should always have a person if you want them—nothing is more annoying and worse than a useless bot that doesn’t get the problem. I will say on reading their use, while it’s buckets with customer service, I think it’s actually an LLM-powered search. So you type ‘I’m looking for a bag that blah blah’ and it’s helping. Which is very different and where search is going for all brands/platforms.
I loved this piece!
Thank you!!
I am begging brands to stop putting AI bots in charge of customer service - the one touchpoint with customers where a human is more needed than ever. I know Real Real is just following suit, but it’s so disheartening
Yeh, I think proper customer service should always have a person if you want them—nothing is more annoying and worse than a useless bot that doesn’t get the problem. I will say on reading their use, while it’s buckets with customer service, I think it’s actually an LLM-powered search. So you type ‘I’m looking for a bag that blah blah’ and it’s helping. Which is very different and where search is going for all brands/platforms.
Ditto! Great one this week
Thanks!