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People don't want chatbots - businesses want(ed) them because they offer(ed) the promise of much cheaper support. Of course that's predicated on them working at
by davnicwil 7y ago
People don't want chatbots - businesses want(ed) them because they offer(ed) the promise of much cheaper support. Of course that's predicated on them working at all, which in practice they don't, obviously. Think that message has filtered through enough now that the hype surge that was in full swing a couple of years ago seems to have petered out again.
- Macha 7y agoIt seems to be a recurring pattern. Business introduce some new form of support that customers like because it means less waiting times and less automated gatekeeping, but then companies look to put that back in to save costs. Web chat was the previous quick way in, but now that's been automated and reduced to the same obtuse trees as phone or email support so now social media is the fast/less BS option. That too will pass.
- aasasd 7y agoDoesn't seem to have petered out if you look at freelance marketplaces—because you'll see a lot of chatbot writing jobs. I wonder if I'm currently missing some slice of web life by not using any ‘support’ chat interfaces ever.
- rorygibson 7y ago"People don't want chatbots" I'm working with a successful ecommerce company who have hugely improved conversions on their (high touch, bespoke but sold online) product by introducing a chatbot. For some use cases, customers like them very much indeed.
- davnicwil 7y agoI guess customers want them to the extent they help them achieve their task without hassle and/or them realising it's a chatbot, pretty much just as well as a human would. In some use cases, I suppose this might be possible (though I've not ever seen this - would love to see your example if you can name it!) but in most it's not, yet.