Honestly, I've heard that for a regular user chat bots are amazing. Tech people are just bunch of nerds who are used to going through documentation. For a regular grandma it's so much easiser to just write like she's used to.
Customers don't want chat bots
11–20 of 473 posts
Re: Customers don't want chat bots
#12Customers & PMs want guarantees of boundaries for knowledge & QnA tasks
Re: Customers don't want chat bots
#13As a customer you want someone to resolve your issue, which is mostly a matter of someone being responsible to file a ticket and ensure it gets solved. A chatbot has no responsibility, it is just a useless parrot of the documentation. It doesn't serve any useful purpose except worsening the experience for the customer.
The worst are the bots that can't figure out what you're trying to ask about and _refuse_ to turn over to a human because you the end user clearly aren't in what they are good at.
Re: Customers don't want chat bots
#14~"because the chatbots aren't good enough" Chat bots are annoying due to potential inconsistency, having to guess the types of things you ask for, due to their latency, but they've made major advancements recently, and we are only beginning to see what's possible. If those companies using chat bots are failing to provide value, then they won't be competitive and they will go away. Why do we want to discourage them fr…
Most importantly, the chatbot cannot actually solve anything, it is not plugged into any functionality.
That's my feeling too, but maybe it's outdated? There's no real reason why they can't be.
Re: Customers don't want chat bots
#15Today I needed to contact a government service office for a task that only a human could perform. Now unfortunately, the phone tree of this office is broad and deep, you need to authenticate with about 4 data points before continuing, and if you hit the wrong option after authenticating, they will hang up on you without a second thought. So I authenticated got through to the correct option on the first try, and it se…
nobody is available to take your call." and dropped the call!
A) Nobody is available to take your call. Press 1 to leave a voicemail. Mailbox full. Click.
B) A human answers. They're not the right person, but can transfer you to the right person. Click.
C) Same as B, but after they transfer you you're told 'Mailbox full. Click.'.
D) Same as B, but they transfer you to the top of the phone tree.
Re: Customers don't want chat bots
#16Today I needed to contact a government service office for a task that only a human could perform. Now unfortunately, the phone tree of this office is broad and deep, you need to authenticate with about 4 data points before continuing, and if you hit the wrong option after authenticating, they will hang up on you without a second thought. So I authenticated got through to the correct option on the first try, and it se…
nobody is available to take your call." and dropped the call! Alternative endings for the last step: A) Nobody is available to take your call. Press 1 to leave a voicemail. Mailbox full. Click. B) A human answers. They're not the right person, but can transfer you to the right person. Click. C) Same as B, but after they transfer you you're told 'Mailbox full. Click.'. D) Same as B, but they transfer you to the top of…
E) all of the above.
Yeah, when I sense that (B) or (C) is coming up, I stop the person cold and I demand to know the direct-dial number for wherever they are transferring me. And these days I also ask to know the department name as well, so I can figure it out if presented with a tree or org chart or something. It doesn't always help, but it helps me feel a little more secure.
Re: Customers don't want chat bots
#17I have never met a chat bot that worked . I try the same question worded 6 different ways, I try asking it to connect me to an actual fucking human being. If it even does I still get stuck in a choice menu at first, which half of the time tells me that I can get help with this via their chat bots and disconnects. Fuck chat bots and the money-saving horse they rode in on.
Amazon. My personal best time for a full refund was slightly under 2 minutes. It may be that having a long standing account, not claiming every delivery has been "lost" and rarely returning products makes me appear unlikely to be the usual customer asking for a refund.
If I’m not mistaken Amazon basically has a reputation for customers that is intended to penalize bad actors (and conversely reward good actors).
Re: Customers don't want chat bots
#18OpenAI's ChatGPT has over hundred million users. Customers want chatbots just fine, they just don't want a shitty broken useless chatbot that's a waste of time. If it's a bot then respect the user and give it enough CPU resources to answer quickly.
Re: Customers don't want chat bots
#19I don't think the argument is "customers want chat bots", but "customers will hate our chat bots, just like they hate our (poorly paid and trained) human customer service, and it'll cost less".
Re: Customers don't want chat bots
#20I have never met a chat bot that worked . I try the same question worded 6 different ways, I try asking it to connect me to an actual fucking human being. If it even does I still get stuck in a choice menu at first, which half of the time tells me that I can get help with this via their chat bots and disconnects. Fuck chat bots and the money-saving horse they rode in on.
Amazon. My personal best time for a full refund was slightly under 2 minutes. It may be that having a long standing account, not claiming every delivery has been "lost" and rarely returning products makes me appear unlikely to be the usual customer asking for a refund.
My experience with that is the opposite. Bought inks, one bottle arrived broken. Took me a few hours to get through to a place where I could put my complaint.
Side note: after that they became even more useless. "Please mail the item back to us." Yeah no sure I'll mail you the shards of the broken bottle and a puddle of drying ink.