Earlier quoted context omitted.
The few times I've let a company sucker me into engaging with a chatbot, it was nothing but a worse interface to searching their support website. It was capable of nothing but directing me to pages which could not help me, because what I needed was not more information about the problem I already knew I had, but someone to fix the damn problem .
This doesn’t work for technical people, but it works for the other 90% of people who’d rather call and waste not only support’s time, but their own time even if their problem can be resolved by common sense or the first page of the knowledge base. Companies need to offer an “advanced support” option - a separate number with big scary warnings where every call whose resolution is due to your own fault or something fin…
> due to your own fault or something findable on the docs ends up charging the user a fee.
| But the plans were on display…”
“On display? I eventually had to go down to the cellar to find them.”
“That’s the display department.”
“With a flashlight.”
“Ah, well, the lights had probably gone.”
“So had the stairs.”
“But look, you found the notice, didn’t you?”
“Yes,” said Arthur, “yes I did. It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying ‘Beware of the Leopard.
- Hitchhiker's Guide