Re: Customer service is not a place for AI
Yeah but I wouldn't deem first line support to be "intelligent" either...it exists to filter out the low hanging fruit to prevent second and third line being overwhelmed, first line shouldn't be troubleshooting unknown issues...they should be filtering out known problems and closing the straight forward tickets down to allow line 2 and line 3 the space they need to be able to troubleshoot more complex and more specific issues.
By the time a ticket reaches line 3 (if it even gets there) there should be plenty of information from first line describing the problem (as accurately as possible), the outcome of trying known fixes, then from second line, some more advanced troubleshooting and diagnostic collection (based on known, but not very common issues that can't be fixed with simple instructions to the customer) and steps to recreate the problem (if possible).
Line one isn't there to think deeply about a problem, they are there to filter out the obvious stuff and act as a conduit through which a customers issue can be interpreted and translated into something more technical for the next lines to roll with.
First line are your "bobbies on the beat" as it were. First on scene, taking notes, collecting witness statements etc etc...they aren't there to solve the crime, unless the evidence is overwhelming and on the spot collar can be made.