Spyke

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An e-commerce CEO is getting absolutely roasted online for laying off 90% of his support staff, after an AI chatbot outperformed them

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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Smart devices are turning out to be a poor investment

Anyone who's serious about home automation eventually realizes that the only way to do it effectively is with locally controlled standards based devices like zwave and zigbee, and open source projects like home assistant and esp32.

Anything else will eventually be corrupted or abandoned by its corporate sponsor, as anyone who's tried it the other way can tell you.