What kind of tech would make customer support feel more personal without involving humans?
I’ve been dealing with a bunch of customer support chats lately, and some of them feel so robotic that I end up giving up halfway. The funny thing is, I don’t even need a human—just something that feels a bit less scripted. Last week, my internet kept dropping and the automated system kept repeating the same steps like it didn’t “remember” me. Made me wonder what kind of tech could make that experience feel more personal without actually adding a human agent.
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I get what you mean. I had a similar moment when I was trying to fix a billing issue, and the system felt like it was answering from a template. Some companies are trying to fix this with smarter systems that adjust the conversation based on your tone or the details you’ve already shared. I read something on https://www.zmescience.com/tech/the-technology-behind-smarter-more-human-like-call-center-systems/ about how these newer models can adapt more naturally without sounding stiff. From what I’ve seen, even small touches—like acknowledging previous messages—make a big difference.