zlacker

>>isp+(OP)
I never understand people who engage with chat bots as customer service.

I find them deeply upsetting, not one step above the phone robot on Vodafone support: "press 1 for internet problems" ... "press 2 to be transferred to a human representative". Only problem is going through like 7 steps until I can reach that human, then waiting some 30 minutes until the line is free.

But it's the only approach that gets anything done. Talking to a human.

Robots a a cruel joke on customers.

>>Michae+kd
I chatted with a chat bot this morning for getting reimbursed for a recalled product. It went fine. It was quick and easy. Chat bots type a lot faster than call center pay-grade humans.

>>bradfa+Dd
If they can build a chatbot that handles reimbursements, they can create an equivalent web form for the same concern. Same outcome, infinitely better discoverability. If nothing else, the bot could program that for them!

By all means, provide a chatbot and let people that don’t like reading FAQs and long support forms themselves try their luck with it. Sometimes, that might even be me!

But please, provide both. There are no excuses for this sprawling “bot only” bullshit.

Or, even better, just let me send an email that I can archive responses to on my end and hold the company accountable for whatever their first level support or chatbot throws at me. I’m so tired of all of these ephemeral phone calls or chats (that always hold me accountable by recording my voice/chat, but I can rarely do the reverse on my phone).