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I don't think it's a high risk for their reputation, though. Compared to other forms of support, it is still better. I'd rather talk to a chatbot than: - the

I don't think it's a high risk for their reputation, though. Compared to other forms of support, it is still better. I'd rather talk to a chatbot than: - the same (or worse) bot over a phone - someone who only vaguely speaks my language - nothing/nobody at all - someone who speaks my language but spends 10 minutes and 30 "thank you"s to tell me they can't accomplish what I need The only form that wins out is a living person who is well-trained and speaks my language well. Most companies already won't provide that.

michaelt 9y ago
Personally, if a company can't provide support where you speak to a human, I'd prefer that they be honest about that - rather than having my hopes raised then dashed and my time wasted by a chat/phone/e-mail contact that doesn't go to a human.
- tyingq 9y ago
  I worked on some IVR implementations some time ago. Quite a few would interpret and understand swearing, and route you to a human via a priority call queue. Similar for multiple button presses of the zero key.