I use Ting as my mobile provider. They use the T-Mobile network so the coverage is not on par with Verizon but it's good enough. I'm willing to sacrifice the coverage because when communicating with Ting I ALWAYS get a very helpful live human being.
Customers don't want chat bots
121–130 of 473 posts
Re: Customers don't want chat bots
#122Earlier quoted context omitted.
Same. Few years ago, I was stuck at Dulles due to a snow storm and had to resort to online customer chat support via the United app. I only used it because United was pushing people really hard to use the app for support. I was connected with a support rep who obviously did not live in the states because he tried to give me an impossible itinerary. Anyone living in DMV area knows taking an AA flight from DCA that's a…
I figured out most of the airport acronyms... except DMV... Delaware-Maryland-Virginia? (Search focuses on motor vehicles, even with "-motor")
I always thought it stood for "DC Maryland Virginia".. basically the greater Washington DC metro area.
Re: Customers don't want chat bots
#123A little different stance on the topic:
AI being able to replace these people at their jobs is not because AI has to be better than these people but because most of the people working at call centres or supply chains are extremely bad at what they are supposed to do.
So AI just needs to be at par whatever the industry requires.
Only matters that require a transaction are to be dealt with with caution.
Re: Customers don't want chat bots
#124Not rubbish chatbots anyway that just spit out knowledgebase links.
Something more empowered and smart could be good I think
Re: Customers don't want chat bots
#125A little different stance on the topic:
AI being able to replace these people at their jobs is not because AI has to be better than these people but because most of the people working at call centres or supply chains are extremely bad at what they are supposed to do.
So AI just needs to be at par whatever the industry requires.
Only matters that require a transaction to happen are to be dealt with a little caution.
Re: Customers don't want chat bots
#126As 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.
The WORST is when calling a specific department you in the generic queue and the bot wants a piece of information that you don't have (eg. demanding an ATM card number when you only have an investment account) and hangs up when you don't give to them.
Re: Customers don't want chat bots
#127Typically I call customer service because I'm trying to tackle a problem that cannot be solved by using their normal interface. There is usually some subtlety or exception that requires an agent capable of understanding them at the other end, otherwise I wouldn't have bothered calling. Chatbots almost by definition cannot deal with that, at least I've never experienced one ever. And I imagine that if they can underst…
Right. You contact a human because you want a guarded administrative action to be taken.
For all the impressiveness of these chat bots, I think people are still skeptical and hesitant to give it levers that are actually connected to things.
It's hard to hold a computer program accountable in any nuanced way when it starts misbehaving other than kicking it to the curb
Re: Customers don't want chat bots
#128[flagged]
Re: Customers don't want chat bots
#129A big part of the problem isn’t actually chat bots even though it may well seem to be. It’s that you can’t pop some system atop a teetering ziggurat of shitty data from mutually incompatible systems and think the fundamental problems are going to just disappear. Example: I am currently executor of my dad’s estate and trying to get various policies and pensions and whatnot transferred into my mother’s name. One compan…
Where AGI is still the realm of science fiction, I think an AGI could recognize that is a unique entity, and that CompanyName isn't the same from city to city.
Re: Customers don't want chat bots
#130I want AI to do my plumbing, electricity, service my car, and fix the washing machine. Actually do these things, not create some abstract walled garden mobile app-based layer. Chat is the most useless superfluous and irritating application.