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> Significantly economically impactful in some cases- obvious examples of call centers and first-line customer support. Is it that obvious? Yesterday I had a
by debaserab2 3y ago
> Significantly economically impactful in some cases- obvious examples of call centers and first-line customer support.
Is it that obvious?
Yesterday I had a trivial but uncommon issue with my pharmacy. I reached out to them online - their chatbot was the only channel available. I tried, over the course of 20 minutes and 3 restarted sessions, to communicate an issue that a human would have been able to respond to in 30 seconds. Eventually I just gave up and got the prescription filled elsewhere.
No doubt this pharmacy saved money by cutting support staff. I just think it's easy to see these solutions and cost savings without bothering to look at how much of a frustrating experience it can be for a customer.
- deleted 3y ago[deleted]
- tanseydavid 3y agoDo you have any reason to believe that the Chatbot was GPT3.5 or GPT4 based?
- Waterluvian 3y agoI’d be surprised if something like a pharmacy managed to adopt a tech that quickly. In my experience non-tech industries often take quite a while to adopt.
- hartator 3y agoHow are you gonna answer things like pricing? Issue with pharmacies is the super complicated and super secretive pricing structure. A good UI can solve this if they want to drop the secrecy.
- martyvis 3y agoI have seen plenty of chatbots used by my IT company and 3rd party suppliers I deal with. They really just turn what used to be phone tree to something text based. Pretty basic keyword search and recipes from my experience - that I usually like to escape to a human as soon as I can. I welcome a proper conversational AI chatbot that actually gets stuff done.
- yowzadave 3y agoSeems unlikely they would be trusting a system that so willingly makes up stuff to provide a customer with life-critical advice about medications
- debaserab2 3y agoI don't think so, I assume it's some more dated ML approach -- my point is moreso that it's not obvious that it's a good solution for this problem yet.
- bombcar 3y agoIt is very easy to measure costs associated with a customer. It is nearly impossible to measure the customers lost. And you may never return, which they’ll never know.
- pixl97 3y agoUnless all pharmacies go to automation, in which you're screwed. And don't think it can't happen. Consolidation in to just a few companies us happening in huge numbers of industries.
- bombcar 3y agoThat’s the killer, and it gets bad really fast once an industry “decides” on something. And people simply fall through the cracks.