zlacker

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).