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Well, I think chatbots are good for marketers and online sales companies.
by Harrisonbans 9y ago
Well, I think chatbots are good for marketers and online sales companies.
- paulie_a 9y agoI think it is junk technology for consumers/anyone that has to interact with them
- bitL 9y agoParadoxically it's the future of customer support and what we are observing is an early stage. A few tweaks and semantic advances in deep learning here and there, and a regular person would be happy to interact with them for stuff like getting more info about their order, specs and availability of the product etc.
- AznHisoka 9y agoWhy can’t these things be shown through the UI?
- dec0dedab0de 9y agoif done correctly it could just be a much faster way to get to something, versus digging through layers of menus, or trying to guess the right search terms.
- nradov 9y agoA chatbot couldn't possibly be faster unless the website design is really horrible. Checking order status is a common use case for most online retailers and usually just 2 clicks away from the home page.
- cimmanom 9y agoThe problem is when you have a question slightly more complex than that and no access to a real human being. I recently enjoyed that situation with a medical benefit provider's phone menus, and it was infuriating. (Still haven't figured out how to get a human being on the phone and am waiting, 2 weeks later, for an answer to an email.)
- bitL 9y agoYes, that's a major flaw in their customer support. Still, in the near future most common tasks can be handled by AI and only specific ones forwarded to humans (until those can be automated away as well).
- cimmanom 9y agoThe trouble is that too many places seem to already think that a bot is sufficient. IMO it's going to be a VERY long time (if ever) before bots can entirely replace human customer service.
- cm2187 9y agoThat being said "computer says no" is often a standard answer when you call a call center. They may be humans but if their guide doesn't have the answer to the question you are out of luck.
- cimmanom 9y agoSure, but a lot of times you have an open ended question or problem. Or need to ask about something undocumented. Here are some questions I couldn't get bots to answer for me recently: "This printed form you provided me for a regulated action requires an account number, but no account number is displayed anywhere on your website or statements or any communications I've had from you. Where do I find that information?" "Your site took money out of my account, said it couldn't complete the transaction, and now refuses to return the money to my account. How can I fix this and either get my money back or get what I paid for?" And sometimes it takes a human to answer "is it still the case that the answer is 'no' if these other unusual circumstances apply?"
- paulie_a 9y agoParadoxically nothing, it will always be a tremendously awful experience vs a competent and friendly CSR. I will choose a bad CSR over something not real.
- TPPOW0020 9y agoBased on your comment history, I can't tell if you are a bot yourself, and therefore biased.