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 disagree. Chat bots can be superintelligent about fact-based 'How do I do this?' type questions in a B2B context. It can "know" vastly more about complex platform-type products than any person can. In our case, we offer both chatbot for 'How do I do this?' type questions, and contact a human support agent for 'I have a discrete problem I need help with?'. Customers love it.

>>rogerk+ts
I'd be pretty suspicious of the source of the information that customers love it. I suspect you are being told what you want to hear, not what's true.

>>jmull+iv
Customers are emailing us saying that they like it as a compliment to support, you think it's impossible that people actually like it?