Tesla Insurance has developed and launched a new Voice AI agent to handle basic policy changes

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Depending on how extensive this is, this could actually be a welcomed changed. Because making changes that aren't allowed in the app can be a pain in the ass, due to the long wait times when calling Telsa Insurance. I once had to wait on hold for 2 hours just to add gap insurance to my policy.

I don’t see what could be done this way but not in the app

Aka got rid of real customer service and replaced with a chat bot. Nothing new or innovative here.

Indians?

“I think you said ‘I’d like to order a Cybertruck.’ Congratulations, we’ll charge your card on file and will deliver it to your mailing address tomorrow between the hours of 8AM and noon.”

If the AI can handle policy changes, and allegedly it does, then it’s more than just a chatbot. And that would the solve the general issue of chatbots, that they’re only a waste of time before getting to a person that can actually handle the changes needed to be made.

It’s an unnecessary half-measure - they could/should just allow us to change it on our own. I was able to do that with ease with Geico (my previous carrier). Made customizing your coverage very easy as you could see how each option affected your rate individually.

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Lower overhead costs should lower your insurance. Should.

>they could/should just allow us to change it on our own. Obviously they "should", but this is Tesla we're talking about. Auto wipers *still* don't work half a decade later. Tesla Insurance is cheap for a reason (eg the lack of agents, leading to the ridiculous wait times) but at least this helps in *some* way.

There is tons of automated services where you never even interact with real people. Policy changes? How is that even news? Changing coverage, adding vehicles, this has been available to do without talking to a human for YEARS. Once again this is nothing besides hype driven by the word ai.

Haha

In fairness, a lot of the customer service reps have to follow a script to the letter nowadays and very quickly say “unfortunately, I cannot do that” to many requests I may have. Today, that’s probably not the hardest to program with an LLM. But I’m curious how it’ll handle “a buffalo shat in my back car seat and had several orgies with humans, one of whom ‘Dirty Mike’ even left a letter thanking me.”

lol 😂

I was having a decent evening ... why remind me of auto-wipers lol

I have an Amex Plat on file so it would actually go thru in full😂

But won’t

I'm afraid I can't do that Dave

Sometimes it's a lot nicer to talk to a person.

Businesses are not built on nice, unfortunately.

And it fucking SUCKS!!!!!!!!! I was able to scream at it and get me in touch with a human being after 3 tries of passing her basic security checks. Immediately knew I was talking to an AI, immediately insulted as a customer that you can’t just pay people to answer phones and get straight to the answer.

the app already allows you to add or remove vehicles, change your coverage limits, add or remove drivers, change your payment method, and file claims

As someone who's worked in customer service before, customers mostly call in about stuff that's readily available online already, but: they're too lazy to read it; or they don't believe it; or they want to think they're 'special', and want a special exemption for them; or simply want to hear a human reassure them. Actual circumstances that aren't already available in some other form? Like 10% of the calls.

I mean, a human agent won't know the answer to that either. Insurance agents aren't expected to know or provide definitive answers to really oddball legal or life circumstances like that; they'll just defer you to read the hundred-page legalese of the Terms and Conditions or Declarations Pages that lawyers have scrupulously written.

How lucky must I have been that my case fell within that 10% the first 3 calls I made to it! If there’s no reason to call, why does the app say “to expedite this process or for special cases call this number”. Yes hearing another human being explain something to you is the BASIS FOR THE TERM “CUSTOMER SERVICE” which was YOUR JOB. the AI makes me hate the company and want to buy a different car, does that make sense from a lost revenue / dying company perspective ? Make the customers less happy ?

They retooled the UnitedHealthcare claim-decline AI?