zlacker

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+(OP)
I don't usually contact customer service to ask them how to do something. I usually do so because I have some issue with whatever situation and need someone to resolve it.

>>rogerk+(OP)
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.

>>chanks+Y
have you ever worked in customer service at scale?

>>jmull+P2
Customers are emailing us saying that they like it as a compliment to support, you think it's impossible that people actually like it?

>>chanks+Y
This is true of technical customers, which only a small percentage of people are in a B2B or consumer context. Non technical customers behave very differently.