… I've implemented this for a few small businesses, and the process is so seamless that no one has suspected interaction with an AI. For one client, there's not even a visible escalation step: they get pinged on their phone and take over the chat!
Original discussionA PM's Guide to AI Agent Architecture62 source comments · at importBring your own experience to the conversation.
>> really don't understand how people given access to a pile of tools and data sources and unleash them on customers It’s pretty simple. When a non-tech person sees faked demos of what it can do - it looks epic and everyone extrapolates results and thinks AI is that good.
Full originalThe purpose of customer support is to convince the customer that it is not worth their time to pursue support. A worse experience achieves that goal faster. Using GenAI is a huge breakthrough in this field, because it is a socially acceptable way to tell someone you don't care about their issue.
Full originalA lot of the agent tools/frameworks don't dare to have an agent on the site to answer user questions. For those who dares, it sucks. eg. Mastra.ai is supposed to be a framework for building agents but their agent on the website cannot answer any question ( i asked ~20 questions and got 0 satisfactory answers)
Full originalRespect different perspectives. Share concrete experiences.
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