AI-Powered Customer Support - Elimination of Biased CS Behavior & Complex issues

[krrishsodho]

Hello Everyone,

AI can help Fiverr provide 24/7 customer support, resolve issues more quickly and efficiently, and personalize support. This can lead to reduced costs, improved accuracy, and increased customer satisfaction.

I am writing this because I am facing issues with CS for last 3 months, They don't read case properly & they don't focus on details So i need to ask them again to read ticket properly and respond accordingly, I did it multiple times and it's really frustrating and time-consuming.

How they are gonna resolve my issue if they can not read and focus on details properly, sometimes I feel like I am getting responses from inexperienced or interns, Not only this but I feel like CS or Fiverr are biased toward my Pakistani Freelancers Community.

I acknowledge that there might be low-quality or dishonest sellers from Pakistan, Bangladesh, and Nigeria, as I have personally witnessed and experienced such instances. However, it is unfair to punish or disregard the entire community based on the actions of a few.

Most importantly I hate copy-pasted responses, So maybe Fiverr should Limit seller support ticket responses to 200 characters in some cases, sending copy-pasted & meaningless responses isn't good - I hate it personally.

Share your thoughts on and your recent experience, btw i do not know where to complain against CS team. I am attaching 2 screenshots, I send details to resolve denied gig issue and see what response I get from Cs, Meanwhile I send same details to bard and asked "What he need?" it replied accurately, Both screenshots are attached.

Kind Regard
Kirshan Singh

 

 

 

Edited July 18, 2023 by krrishsodho

[coerdelion]

I think you'll find CS already uses AI - badly. 

In the old days, any given CS department had a database of pre prepared answers to frequently asked questions with keywords to help them pick out relevant FAQs.  They've now added AI to the mix. 

Unfortunately, they're not given the training to use AI to get sensible answers to questions and they're still using the same old database for AI to pull from. 

Fiverr reduced CS staff by 5% earlier in the year ... but didn't give their CS staff the training to use it properly.  Their workload also increased due to taking up the slack from the reduction in staff. 

Your problem is not prejudice - other than that built into the software programming.  It's always been difficult to get past the first line database FAQs.  You just have to keep trying, while remaining professional.  No matter how frustrating the process is.  Eventually you'll come across a CS agent who actually reads and understands what you're telling them. 

By the way - that first paragraph of yours is AI generated.  How can I tell?  The English is too perfect by contrast to the rest of the post.  If you really want to disguise AI generated content, try building something about  English as a second/foreign language into your prompt. 

[krrishsodho]

6 minutes ago, coerdelion said:

I think you'll find CS already uses AI - badly. 

In the old days, any given CS department had a database of pre prepared answers to frequently asked questions with keywords to help them pick out relevant FAQs.  They've now added AI to the mix. 

Unfortunately, they're not given the training to use AI to get sensible answers to questions and they're still using the same old database for AI to pull from. 

Fiverr reduced CS staff by 5% earlier in the year ... but didn't give their CS staff the training to use it properly.  Their workload also increased due to taking up the slack from the reduction in staff. 

Your problem is not prejudice - other than that built into the software programming.  It's always been difficult to get past the first line database FAQs.  You just have to keep trying, while remaining professional.  No matter how frustrating the process is.  Eventually you'll come across a CS agent who actually reads and understands what you're telling them. 

By the way - that first paragraph of yours is AI generated.  How can I tell?  The English is too perfect by contrast to the rest of the post.  If you really want to disguise AI generated content, try building something about  English as a second/foreign language into your prompt. 

I Agree!

Well sooner or later ai is going to take over CS & I feel like CS teams have a lot of tickets, therefore, they are in a hurry always, I have found a few Cs team members solution-oriented and focused on details so sometimes I get better-customized responses.

Btw i stuffed few keywords in ai and asked to provide 3 lines, You can see it in top.