Chatbots Don't Deliver Good Customer Service
latenightcoding.co
Chatbots Don't Deliver Good Customer Service
1–10 of 92 posts
Re: Chatbots Don't Deliver Good Customer Service
#2I use probably about 15 cloud SASS products for my company. Over the past year many of them have switched from offering either live chat or email support to chat bots. Often they will send out a marketing email pitching it as a huge improvement in support. My experience with chat bot support ranges from frustrating to infuriating, especially when I need help with something business critical.
Re: Chatbots Don't Deliver Good Customer Service
#3Yet. Chat bots don't deliver good customer service yet.
They will get better and eventually get better than humans. It's a new use of technology, give it time to improve.
I already know of companies using AI to adapt to customers like this article says chat bots don't do. It's cutting edge but it is out there.
Re: Chatbots Don't Deliver Good Customer Service
#4I develop Alexa skills and I agree with the article. Another point that is missing is that the technology hasn't "closed the loop". We have great ASR and NLU available, but responses still need to be built by hand or templated. This is the major reason bots feel so unnatural. I think there's a lot of opportunity for robust Natural Language Generation solutions to help build voice apps and chat bots that can operate more flexibly.
Also, there's a need for a more declarative, high level programming language to describe how you can interact with a bot. Defining them as trees or graphs isn't flexible enough. I've had promising results from experimenting with concepts from Ceptre (https://github.com/chrisamaphone/interactive-lp). Fortunately there are a lot of startups experimenting in this space, I think we'll see the most effective practices replicated quickly.
Re: Chatbots Don't Deliver Good Customer Service
#5Yet. Chat bots don't deliver good customer service yet. They will get better and eventually get better than humans. It's a new use of technology, give it time to improve. I already know of companies using AI to adapt to customers like this article says chat bots don't do. It's cutting edge but it is out there.
Maybe. But in that time the early adopters' reputations will be in the gutter because chatbots are the worst customer support out there.
Re: Chatbots Don't Deliver Good Customer Service
#6I agree with the conclusion. Voice input instead of text and better understanding and language generation would help.
However the current status is not so grim. In a different application domain, a customer of mine uses a chatbot to collect leads of credit requests. Their very basic chatbot converts much better than their form. The difference is so big that it pays for the extra work to manually extract data from those conversations that went to the end but we can't automatically get all the information from (funnily formatted dates, addresses, etc)
Re: Chatbots Don't Deliver Good Customer Service
#7I use probably about 15 cloud SASS products for my company. Over the past year many of them have switched from offering either live chat or email support to chat bots. Often they will send out a marketing email pitching it as a huge improvement in support. My experience with chat bot support ranges from frustrating to infuriating, especially when I need help with something business critical.
I'm not sure what the right adjective is to describe how it makes me feel when I encounter one, especially if it's with a company that we're doing serious business with. Disrespectful? Condescending? I think belittling works, because it definitely gives you the impression that you're concern is trivial. Now that they have your money they just need to placate you with as little effort as possible.
Re: Chatbots Don't Deliver Good Customer Service
#8Does anyone know of a single good chatbot? Every single one I have had the misfortune to interact with has been the best advertisement for their owner's competitors that I know of.
Re: Chatbots Don't Deliver Good Customer Service
#9Yet. Chat bots don't deliver good customer service yet. They will get better and eventually get better than humans. It's a new use of technology, give it time to improve. I already know of companies using AI to adapt to customers like this article says chat bots don't do. It's cutting edge but it is out there.
[deleted]
Re: Chatbots Don't Deliver Good Customer Service
#10Wow, what a surprise. I'm only glad that some of them (for example Microsoft) allows you to request a human.
First thing to type when you get a chatbot support is "I would like to speak with human". That usually works.