The Number 1 Reason Why Most Websites These Days Don’t Answer Your Help Requests

If you’re a musician who has tried reaching out for support from platforms like DistroKid, CDBaby, or TuneCore, you may have noticed a frustrating trend: your requests for help seem to vanish into the ether, with no response in sight. Why does it seem like your pleas for assistance are likely to remain unanswered these days? At Blue Rhymez Entertainment, we’ve delved into this issue, and our findings point to a widespread phenomenon affecting not only musicians but consumers across various services worldwide.

This widespread issue boils down to one primary cause: the extensive use of artificial intelligence (AI) in customer service. In an effort to cut costs and streamline operations, many companies have drastically reduced their human workforce. This shift means that, in many cases, the ‘person’ you think you’re talking to is actually an advanced AI, much like a turbocharged version of ChatGPT.

These AI systems are designed to handle a vast array of customer inquiries without human intervention. However, when a request or question comes in that the AI cannot fully understand or resolve, it must be passed on to a human representative. Herein lies the problem: with fewer human employees on hand, these less frequent but more complex queries create a bottleneck, leading to significant delays. For example, our latest help inquiry to CDBaby took over six months to receive a response. Similarly, inquiries to ChatGPT and WordPress have also suffered from extended delays, with the latter still unresolved, despite our status as paying customers.

The shift to AI-driven customer service isn’t inherently bad; these systems can often provide faster responses to straightforward questions and reduce the need for human workers to perform repetitive tasks. However, the efficiency of AI comes at the cost of personal touch and the nuanced understanding that only a human can offer, especially in complex situations. This can be particularly problematic in creative industries like music, where issues can be highly specific and require a deep understanding of the context.

From our perspective, while AI presents a promising tool for managing customer service at scale, it’s clear that it cannot entirely replace human oversight. Companies need to find a better balance between leveraging technology and retaining enough skilled human workers to handle the more complex queries. Otherwise, they risk alienating their customer base—musicians and other creatives who rely heavily on these platforms for their careers.

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