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They're talking about improved chatbots aren't they. How long before the customer frustration sets in.

happymellon 3y ago
Not only that, OpenReach is still BT even if it is "at arm's reach". How long before other service providers have to deal with Chatbots to report technical faults? I really hope reality is better than I expect.
- hdjdjdkdnrh 3y ago
  Having been been employed as an ISP phone support tech... AI can have that job ... It absolutely sucks.
- pipes 3y ago
  I tried to get open reach installed, 4 months after the original estimated install date I threw in the towel. But customer services treat them like a separate company. There was no way for me to contact open reach but BT relayed notes to the. It was a very frustrating experience.
  - happymellon 3y ago
    BT being allowed to hold onto OpenReach is criminal IMO. This sort of core infrastructure needs to be in a separate non-profit organisation. Even if BT "ring fenced" it as a separate entity, they have played extremely dirty over the decades.
zamadatix 3y ago
When all employees are allowed to do is strictly follow a script it doesn't make much difference if said script comes from a chatbot instead. Customer frustration set in long ago, it was just found to be cheaper to have it that way.
dazc 3y ago
The current script runs something like this, assuming you can get past the first hurdle of actually speaking to someone... 1) I am very sorry to hear of these problems and I will do everything I can to get the issue resolved for you.. 2) Please hold whilst I carry out some checks... 3) It does seem there is a problem and I can get this fixed for you, to identify your account I will send you a text message with a code... 4) Have you received the code? 5) I will send the code again... 6) Have you received the code? 7) I have to identify you before going further, have you received the code? 8) I will send the code again... (it never came) This was my last experience, bearing in mind I did pass the code test at the outset in order to speak to someone. My resolution was to go elsewhere. I moved my contract to Andrews and Arnold, they have an actual email address and do actually reply within an hour. In today's world, this is miraculous.

Not only that, OpenReach is still BT even if it is "at arm's reach". How long before other service providers have to deal with Chatbots to report technical faults? I really hope reality is better than I expect.

hdjdjdkdnrh 3y ago
Having been been employed as an ISP phone support tech... AI can have that job ... It absolutely sucks.
pipes 3y ago
I tried to get open reach installed, 4 months after the original estimated install date I threw in the towel. But customer services treat them like a separate company. There was no way for me to contact open reach but BT relayed notes to the. It was a very frustrating experience.
- happymellon 3y ago
  BT being allowed to hold onto OpenReach is criminal IMO. This sort of core infrastructure needs to be in a separate non-profit organisation. Even if BT "ring fenced" it as a separate entity, they have played extremely dirty over the decades.

zamadatix 3y ago

When all employees are allowed to do is strictly follow a script it doesn't make much difference if said script comes from a chatbot instead. Customer frustration set in long ago, it was just found to be cheaper to have it that way.

dazc 3y ago

The current script runs something like this, assuming you can get past the first hurdle of actually speaking to someone... 1) I am very sorry to hear of these problems and I will do everything I can to get the issue resolved for you.. 2) Please hold whilst I carry out some checks... 3) It does seem there is a problem and I can get this fixed for you, to identify your account I will send you a text message with a code... 4) Have you received the code? 5) I will send the code again... 6) Have you received the code? 7) I have to identify you before going further, have you received the code? 8) I will send the code again... (it never came) This was my last experience, bearing in mind I did pass the code test at the outset in order to speak to someone. My resolution was to go elsewhere. I moved my contract to Andrews and Arnold, they have an actual email address and do actually reply within an hour. In today's world, this is miraculous.