Suumit Shah, the CEO of Bengaluru-based Dukaan, said the chatbot answered customer queries in 2 minutes — a task that took the humans over 2 hours.

89 points

We’re going to be watering plants with Gatorade soon, we’re on our way.

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42 points

It’s what plants crave!

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5 points

It’s got electrolytes!

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10 points

Water? Like out of the toilet?

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88 points

I’ve worked in customer service software companies for the last 30 years, and one thing I can tell you is that average handle time is not a good metric to decide your success or failure on.

Having a low average handle time is easy. Just hang up on the customer. Or show them quickly that you won’t do shit for them so that they hang up on you.

How about showing us those customer satisfaction and first call resolution scores?

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27 points

show them quickly that you won’t do shit for them so that they hang up on you.

I do believe this is the reason why AI is so much faster than humans at this guy’s company.

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3 points
*

Reminds me of my local Rally’s switching to an “automated drive thru assistant.” The jank thing doesn’t even respond when you talk to it, just reminds you every 60 seconds that it’s ready when you are. First time I went I drove off. Went a second time thinking it might have been a fluke and I’d get actual human service. Nope. Guess I’ll be finding a new burger place for my hangovers

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26 points
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Deleted by creator
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6 points

This is so true. The ability for human beings to game any metric you put out there is pretty legendary. I’ve seen it in action so many times. Measure people on a single metric and they will sacrifice every other aspect of your business to make that metric look good.

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4 points

Reminds me of the story about the British India Company putting a bounty on snales to combat an infestation. People started breeding snakes to claim the bounties. When the government caught up to that, they stopped giving bounties for snales heads. So people released all their snakes into the wild, making the infestation worse than it was.

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2 points

Do you mean that GDP is not the most important measure of a success of a country?

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1 point
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Isn’t the GDP itself a roll-up of dozens or hundreds of other metrics, making it nigh impossible to game? Gaming the metric is the problematic part of identifying metrics to track performance being referred to.

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5 points

If the majority of the service requests are that quick, then it’s probably something you can automate or by providing a knowledge base. It’s the complex problems that require a human and I see us needing that for the foreseeable future

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2 points

Yes well we will never know any of that based on the metrics he’s using to define success.

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70 points

Did I miss the part about customer satisfaction? Guy could have just moved from solving customer issues in 2 hours to aggravating and loosing customers in under 2 minutes.

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27 points

Yeah, like, how do you even help someone in two minutes?? They probably just see “oh, it’s a bot” and leave

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46 points

Without any ratings for customer satisfaction. I might as well sack the entire support staff, don’t bother with AI and I’ll get a answered query to F off in 0 minutes and 100% savings.

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7 points
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I mean this is what teslas PR email does, or is it Twitter… it’s one of those lol

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2 points

I think it’s twitter. Journalists often contact twitter because of controversies, and they try to highlight that Twitter always says nothing useful

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24 points
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This fails to say by what metric the bots are more efficient. Unless it’s just time-to-first-response. That’s the only metric referenced and it’s a stupid one if it’s the only metric.

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