@bentossell I've rarely seen AI work in customer service. I know it's come a long way, but as much as we want it, it's so hard to succeed because people are so unique.
Not saying AI can't replace or out-compete human interaction when it comes to customer service but sometimes, you just want to talk/message/chat to a real person. AI is great for things like pre-handoff or augmenting existing conversations with useful links/articles, etc but not a viable channel by itself at this point in time. We're also working on "smart" features to augment existing ways customers talk to businesses. Very interesting space indeed. @bentossell
@davidsfeng@bentossell agreed, customer service is interesting but i feel there needs to be a direct line to a real person built into the platform in case people ever want to talk to a human, i dont think a complete handoff to bots will go down well with the average user
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