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Annoyingly some companies have started putting them in front of any customer support contact. It's incredibly frustrating. I'd much rather just a menu of option
by noneeeed 5y ago
Annoyingly some companies have started putting them in front of any customer support contact. It's incredibly frustrating. I'd much rather just a menu of options.
I just don't understand the problem they are trying to solve.
- shiftpgdn 5y agoBecause if you work in a call center/chat center 99% of your customers are asking the same 20-30 questions. You and I might be bright enough to read the Kb or search google but many people are not. A talented user support person is going to cost a company $40-60k/year and can only handle so many requests at a time.
- noneeeed 5y agoI understand that, I'm just not sure why it has to be done with a chat bot. I've seen companies achieve the same by just having a simple option tree system before you get to the support agent (and divert you to self-service if possible).