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Four Strategies To Deploy As Supply Chain Hits Main Street
"Be Careful on Customer Service Automation. Customer service automation is an ongoing opportunity. As companies attempt to eliminate labor, voice automation and bots are technologies du jour. Perhaps success will come later; it is clearly an early stage deployment. The customer experience is rough. I suggest that all supply chain leaders call their support lines and accept responsibility for customer service. For example, Friday, I spent an hour on the phone with Bonvoy (the new Marriott branding) to get disconnected three times. Today, as I tried to get service from a local network provider, the response was, “Sorry. I would love to help you out, but I am a new bot and still learning. I have trouble understanding long questions. Try something like, “What’s my bill?” You can also use one of the options here.” New bots are a waste of everyone’s time, and the voice automated Bonvoy service ineffective a holiday weekend."
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17 days ago by jonerp

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