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Have you ever called support over phone and waited a long time for a simple question? Annoying, yes? A chatbot can often answer that simple question immediately
by olavgg 10y ago
Have you ever called support over phone and waited a long time for a simple question? Annoying, yes? A chatbot can often answer that simple question immediately. So yes, people do like chatbots as long they at least manage to get most of the simple questions right.
For example in our case, clients often have problems logging in. With our chatbot they can easily get a one time password sent to their phone. With a regular search/faq they would have never known about that, because they are often too frustrated with the UI experience for finding that information. With a natural language conversation, it is easier :-)
- pricechild 10y agoWhy not just send that OTP to their phone immediately if someone has trouble logging in?
- pbreit 10y agoSeems like you're not addressing the root problem.
- shriphani 10y agocan't a button saying "can't login" on your website solve this problem?
- rlayton2 10y agoYes, but how many buttons would you need to add?
- sogen 10y agoTwo buttons: 1.- Forgot password? 2.- Send
- mcbits 10y agoForgot password, send password, change password, change contact info, check warranty status, estimate next release date, download product manual, how to replace the battery, does the license allow commercial use?, which product is better for an apartment?, I'm looking for more information about your upcoming event in Tulsa - or was it Toledo?
- na85 10y agoSounds like your site has poor navigability. I would be irate if all those things weren't available.
- mcbits 10y agoThe problem is how best to expose those and 100,000 other potential buttons to the user who has better things to do than "navigate". An obvious solution is a search box, but most sites also have terrible search functionality, so users have learned to ignore it. For the rare gem that has useful search, dressing it up as a chatbot could get people to actually try it. Too bad it looks like a lot of devs are just dressing up their shitty search as chatbots, so users are being trained to ignore them as well.
- olavgg 10y agoFor a bank with many different ways to login, and a web application, mobile application and more, this isn't a simple task. There are many things that can go wrong. A well designed chatbot can troubleshoot the issue for a user step by step. If one of the paths fails or the problem is actually of a higher complexity, we just redirect the user to a real human. Getting a regular non techinal user to search and read the documentation for this is just insane.
- mattmanser 10y agoForgotten password? links are a solved problem.