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I actually founded a company that does ML-based customer service alongside humans. https://www.abotlabs.com https://www.abotlabs.com If anybody at Coinbase wan

I actually founded a company that does ML-based customer service alongside humans. https://www.abotlabs.com https://www.abotlabs.com If anybody at Coinbase wants to reach out, I can probably automate 20-50% of your queries with integrations into your backend systems. Email is in my profile.

tw1010 9y ago
Awesome, I'd love it if you could help Coinbase resolve poor OPs problem swiftly and economically with the warm friendly response of a robotic rejection.
- jlgaddis 9y ago
  Yeah, I'm sure that "instant replies" are exactly what CoinBase customers are longing for. /s
  - SwellJoe 9y ago
    They already have a chat with instant replies...that point you to a website with the answer they should have just linked you to when you went searching for the answer. I had to go through this rigamarole to reset my 2FA because my phone had to be reset and I didn't have backups of my Google Authenticator keys. The process went something like this: 1. Search docs for how to deal with lost 2FA device. Find entry about it. 2. Docs say, "contact support to blah blah blah" with a link to a realtime chat thing for support. 3. Ask question in chat thing. 4. Receive a link to a web page with a description of what to do from the chat bot 5. Follow those instructions, which involve logging in with a different browser (or incognito) and clicking "lost my device". 6. Verify identity, etc. etc. which finally gets the ball rolling on fixing the problem, which takes a couple of days, as I think it actually involves a human at this point, though I never actually talked to one. It wasn't super painful, but it made me think, "What idiot came up with this? Why would I want to talk to chat bot only to have it take me to the web page that it should have directed me to in the first place when I was looking at the documentation?"
- mv4 9y ago
  My initial comment wasn't clear. My point was - there are tens of thousands of open, unanswered cases there. But it's only a handful of distinct categories. Meaning cases can be programmatically categorized, and handled by Support employees in batches. I've done tech support before, and you can make a small team very effective with some organization and good automation. Also, don't underestimate an importance of a ticket update (any update). If you observe a few open cases on Reddit or Twitter, you will see that the worst thing you can do is say nothing - no ETA, not even an acknowledgement... it's the complete silence that makes people freak out and open multiple cases, spam multiple channels, only aggravating the problem.
DoofusOfDeath 9y ago
> I actually do ML-based customer service. An alternative business model: An ML-based recommender for Coinbase's customers for how best to obtain satisfaction. The revenue model would be a little harder to design, but you might help more deserving people.
- mv4 9y ago
  So far, the most effective way for a CB customer to obtain satisfaction has been calling out a CB employee on Reddit by name (who also happen to be active Reddit users) with a case number, at which point said employee personally looks at the issue and provides an update.
NicoJuicy 9y ago
With what did you integrate yet? I'm looking for a solution like ecommerce in different languages
- hellcow 9y ago
  We integrate into most of the major eCommerce platforms and automate common tasks out-of-the-box: returns, exchanges, order tracking, etc. We support multiple languages. Shoot me an email and I'll see if we can help.

tw1010 9y ago

Awesome, I'd love it if you could help Coinbase resolve poor OPs problem swiftly and economically with the warm friendly response of a robotic rejection.

jlgaddis 9y ago
Yeah, I'm sure that "instant replies" are exactly what CoinBase customers are longing for. /s
- SwellJoe 9y ago
  They already have a chat with instant replies...that point you to a website with the answer they should have just linked you to when you went searching for the answer. I had to go through this rigamarole to reset my 2FA because my phone had to be reset and I didn't have backups of my Google Authenticator keys. The process went something like this: 1. Search docs for how to deal with lost 2FA device. Find entry about it. 2. Docs say, "contact support to blah blah blah" with a link to a realtime chat thing for support. 3. Ask question in chat thing. 4. Receive a link to a web page with a description of what to do from the chat bot 5. Follow those instructions, which involve logging in with a different browser (or incognito) and clicking "lost my device". 6. Verify identity, etc. etc. which finally gets the ball rolling on fixing the problem, which takes a couple of days, as I think it actually involves a human at this point, though I never actually talked to one. It wasn't super painful, but it made me think, "What idiot came up with this? Why would I want to talk to chat bot only to have it take me to the web page that it should have directed me to in the first place when I was looking at the documentation?"
mv4 9y ago
My initial comment wasn't clear. My point was - there are tens of thousands of open, unanswered cases there. But it's only a handful of distinct categories. Meaning cases can be programmatically categorized, and handled by Support employees in batches. I've done tech support before, and you can make a small team very effective with some organization and good automation. Also, don't underestimate an importance of a ticket update (any update). If you observe a few open cases on Reddit or Twitter, you will see that the worst thing you can do is say nothing - no ETA, not even an acknowledgement... it's the complete silence that makes people freak out and open multiple cases, spam multiple channels, only aggravating the problem.

DoofusOfDeath 9y ago

> I actually do ML-based customer service. An alternative business model: An ML-based recommender for Coinbase's customers for how best to obtain satisfaction. The revenue model would be a little harder to design, but you might help more deserving people.

mv4 9y ago
So far, the most effective way for a CB customer to obtain satisfaction has been calling out a CB employee on Reddit by name (who also happen to be active Reddit users) with a case number, at which point said employee personally looks at the issue and provides an update.

NicoJuicy 9y ago

With what did you integrate yet? I'm looking for a solution like ecommerce in different languages

hellcow 9y ago
We integrate into most of the major eCommerce platforms and automate common tasks out-of-the-box: returns, exchanges, order tracking, etc. We support multiple languages. Shoot me an email and I'll see if we can help.