Is AI support meeting customer expectations?
- Customer concerns: Users report frustration with Salesforce's AI-driven tech support, questioning its efficiency and reliability.
- Perceived regression: Some customers believe the transition to AI support has led to a decline in service quality compared to previous human-led support systems.
How should businesses respond?
When implementing AI in customer support, it's crucial to ensure that the technology enhances, rather than detracts from, the user experience. Continuous monitoring and feedback loops can help address issues promptly and maintain customer trust.