Yup, CS satisfaction just shot up with gen AI. I don't think any headcount is reduced from CS either. AI just does the triaging. CS handles larger areas, more interesting questions, do account manager level stuff.
For example, one problem I had recently was my printer didn't work after buying it. We went through 12 fucking hours of "unplug and reconnect your printer". At times the guy asked me to inform when it's working and I told him you told me to unplug it without reconnecting it. Of course it doesn't work! Eventually he sent me a driver. I ran it, it worked.
Most of that lag was just from customer support being in an entirely different timezone, with focus split up over tons of different people on WhatsApp, and by the time I read their message I'm just afk. AI is just great at that sort of thing. I just want the driver file. Find me the damn driver file. Your website doesn't work or at least the search isn't turning up the right one.
I wish companies like AWS would do this so I wouldn't have to pay ChatGPT $20 to point out where buttons are. I wish Firebase's one worked.
Downside: Every now and then AI is just overloaded and your first level of support breaks.
