I've experienced
1) Call Center based in a southern state - super helpful, and I could actually understand them
2) Foreign call center - generally talk to someone named "Jake" with an accent that makes them hard to understand and I'm sure it's the same for them given the quality of the outcomes
3) AI Call center - mixed... There are the actual AI ones that emulate a person scarily well, and for basic issues work ok. Then there are the ones like Lamp described for Comcast that make me want to slam the phone down like I had an old school phone receiver in my hand.
If onshoring call centers resulted in a mix of the good AI from 3 with escalations to the people in 1.... I'm all for it. I'd happily never speak to "Jake" again.
I've experienced
1) Call Center based in a southern state - super helpful, and I could actually understand them
2) Foreign call center - generally talk to someone named "Jake" with an accent that makes them hard to understand and I'm sure it's the same for them given the quality of the outcomes
3) AI Call center - mixed... There are the actual AI ones that emulate a person scarily well, and for basic issues work ok. Then there are the ones like Lamp described for Comcast that make me want to slam the phone down like I had an old school phone receiver in my hand.
If onshoring call centers resulted in a mix of the good AI from 3 with escalations to the people in 1.... I'm all for it. I'd happily never speak to "Jake" again.