in reality 50-80% of callers come in with easily answerable questions because they don't know how to nav the website and prefer to ask in natural language
The vast majority of callers call in to resolve their issue, and most don't care if they are speaking to a bot because they just want their issue fixed. Agents (if implemented well) are an order of magnitude more effective at resolving issues compared to a call centre worker who is reading off a script and churn within 9 months
There's also the 2nd order effs of making CX cheap. before, there is the perverse incentive of companies trying to keep you off support because each call costs them way more than the value they get. if your cost per call drops 100x you can invest in turning a cost centre into a revenue driver (+ a better experience)
> Bret is Co-Founder of Sierra. Most recently, he served as Co-CEO of Salesforce. Prior to Salesforce, Bret founded Quip and was CTO of Facebook. He started his career at Google, where he co-created Google Maps. Bret serves on the board of OpenAI.
1. There are already apps/websites as an alternative for CSAs. Most of the time I have to call someone its because I couldn't do what I wanted through those portals, so adding an AI agent to the chain is unlikely to prevent an immediate escalation to a human.
2. How much money are you really going to save this way? CSAs aren't high salary employees. Sure you might need a bunch of them, but we've already seen that brand loyalty erodes quickly when you remove the human touch. United/Spirit airlines offer opposing views on the cut your way to profitability perspective.
3. "Pay only for good outcomes" isn't going to last.
4. Are agents good enough to even do this? Yes, the cherrypicked examples sound good, but... I just know how well coding agents really work and my only experiences with voice agents in the wild have been very poor so far.
Had to check my assumptions though so I looked up what the lower end of GDP for a country is and sure enough they have American Samoa, Dominica, and Tonga beat. Now that money is probably meant to last 16 months so its not quite apples to apples but kind of wild regardless.
Ref: https://en.wikipedia.org/wiki/List_of_countries_by_GDP_(nomi...
Well worth a read even if you are generally anti-AI.
Their implementation is rather cumbersome, requiring implementation fees and AI configuration that is rather bespoke to Sierra. Anyone rolling off of Sierra will find there is nothing they can take with them.
In general, I think CX ought to disappear as a vertical in an AI world. If I'm talking to a product AI and need support, why should I switch to another AI to do that? Even if that second AI is invoked by the first as a tool, how much am I gaining?
Interestingly, the first and best implementers of AI support so far have been at companies that roll their own.
There is nothing unique to CX about AI, as far as I can tell. Sierra is still just the same AI infra people are putting in products. Granted, you can make good money positioning yourself this way, but I expect on some time horizon they will need to reposition.
Ideally, businesses will escalate to an empowered human for all undefined parts of the flowchart. In practice, I truly hope it will be better than the current pre-recorded phone tree system that leads to a human following a script.
I personally only call support because a fix is not available through an organization's website.
They seem to be a "for pricing, let's go play C-level golf" type of company.
For myself - and admittedly maybe I’m just far out on the long tail of customers - I think these need to be treated like self driving cars, where 98% of the way there just isn’t good enough to cut it for me.
I think of support channels are just there to deflect customers and not really support anything. An AI bot will have infinite patience for that kind of interaction. Empowerment is never part of the equation.
> Ensure you only pay for the value Sierra delivers with outcome-based pricing.
Yeah... that won't last.
The tree is structured and gives me an immediate sense of how to map my task to the support offering. If I’m calling, I probably have an issue that I can’t self-serve resolve via the customer portal or whatever, so walking the tree lets me get an idea of who can help.
The “voice assistant” gives me no sense of what the system is capable of or how to take advantage of those capabilities. So I’m left guessing at phrases or functions based off of the assumption that there’s still some kind of tree-like structure that’s been abstracted away. Same outcome, more cognitive overhead, plus I usually have to shout in my best William … Shatner … impression to get it to understand me.
but even a simple impl to answer questions can knock out like 50% of callers who are tech-illiterate at 100x cheaper cost, it's just strictly better economics and better for those customers
That said, my life hack for these things to get escalated to a human is to just keep saying or typing curse words. Usually that triggers a "connect to human" flow. I can't promise it will always work, but I can say it has worked every time I have tried it.
their moat is distribution
> OpenAI has appointed Paul M. Nakasone, a retired general of the US Army and a former head of the National Security Agency (NSA), to its board of directors, the company announced on Thursday.
and the money quote:
> “Artificial intelligence has the potential to have huge positive impacts on people’s lives, but it can only meet this potential if these innovations are securely built and deployed,“ board chair Bret Taylor said in a statement. “General Nakasone’s unparalleled experience in areas like cybersecurity will help guide OpenAI in achieving its mission of ensuring artificial general intelligence benefits all of humanity.”
[1] https://old.reddit.com/r/anime_titties/comments/1dh4wx4/form...
I don't know much about their product offerings, but I was doing some speech-to-text work and came across https://research.sierra.ai/mubench/ for comparing current models. It felt fairly thoughtful, particularly in regards to coming up with better benchmarking metrics than word error rate.
We clearly do not live in the same universe.
As an aside, my favorite Sierra Entertainment logo version is probably the 1983-1993 version [1]. I think the design still holds up even today.
[0] https://velvetshark.com/ai-company-logos-that-look-like-butt...
1. https://preview.redd.it/remember-sierra-games-1979-2008-they...
One of the most beautiful game logos, going back to the early nineties.
There are 26 letters and millions of words; people should choose other ones.
But there was one idea in QfG that I wish more games would use. Namely, designing three different solutions for every problem the player is facing. This idea works so well to create a sense of possibility in a game, I don't know why it got forgotten.
Gabriel Knight was awesome, I'd love a new one.
EDIT: holy shit I stand corrected: https://en.wikipedia.org/wiki/Lode_Runner
