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Chatbots are simply another mechanism for pushing costs on to your customers. When something I pay for forces me to waste my time, I tend to switch to a vendor
by _jal 5y ago
Chatbots are simply another mechanism for pushing costs on to your customers. When something I pay for forces me to waste my time, I tend to switch to a vendor who treat customers like people.
Because shoving a shitty robot that saves you some money at the cost of annoying people who are paying you is disrespectful, and I've learned to avoid people who act that way.
As but one example, I finally got annoyed enough with Capital One's aggressively annoying automated bullshit to switch that card to a credit union that's actually made of humans. I don't really use the much lower interest rate, but that was a nice bonus.
- r0m4n0 5y agoThere is a medium though, that will ultimately save you money/time. If every company had to spend time answering every small question with a full time employee, your services would be a lot more expensive, hold times might be longer too. Not all customers are like you. My grandpa calls in to his ISP when his internet doesn’t work when it can be solved by simply unplugging his equipment (and I’d wager this is true for the majority of the population). I don’t think there is anything wrong with adding a simple interface layer to ensure the problem the needs to be addressed requires a real person. Not defending all practices out there right now (because I too have been annoyed, NY Times *cough) but some well placed shitty robots might be in your best interest as a customer.
- deleted 5y ago[deleted]