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Honestly most customers do not read anything on the website before they contact support and in these cases a chatbot, given that it is trained well is probably

Honestly most customers do not read anything on the website before they contact support and in these cases a chatbot, given that it is trained well is probably the best solution. I personally despise them because I don't want to interact with anyone if I can solve a problem myself so when I actually have a problem it's usually just in the way of getting an answer. But having worked technical support in the past I know that most customers don't do any sort of research at all and will (not happily exactly, but yeah) sit through two hours of phone que to ask the most basic of questions that is in the manual, on the website or anywhere on the internet really.

candiodari 3y ago
Problem is that there are so many questions companies (and government) do not want to give answers to, or they want it split per market, or geographically, or only to citizens, or only to their own employees. Online you find a lot of information you're just not going to find in chatbots. This is why Google had such extreme value. Organizations, certainly governments, generally had search functionality, but it was purposefully sabotaged according to each organisation's capricious needs and therefore sucked. The problem is that the information available and searchable was definitely NOT accidentally sabotaged, they actively want to prevent people finding out. Chatbots are going to suck like company search fields suck. Not because the technology behind them sucks, but because their purpose is to change what you want, not give you what you want. And when this fails, and fails, and fails some more it becomes and endless horror of frustration. For example: https://news.ycombinator.com/item?id=36624294 https://news.ycombinator.com/item?id=36624294 This is what companies want. They want to use frustration and sabotage as a way to get what they want. Chatbots will rarely be anything but a new weapon to do so.

candiodari 3y ago

Problem is that there are so many questions companies (and government) do not want to give answers to, or they want it split per market, or geographically, or only to citizens, or only to their own employees. Online you find a lot of information you're just not going to find in chatbots. This is why Google had such extreme value. Organizations, certainly governments, generally had search functionality, but it was purposefully sabotaged according to each organisation's capricious needs and therefore sucked. The problem is that the information available and searchable was definitely NOT accidentally sabotaged, they actively want to prevent people finding out. Chatbots are going to suck like company search fields suck. Not because the technology behind them sucks, but because their purpose is to change what you want, not give you what you want. And when this fails, and fails, and fails some more it becomes and endless horror of frustration. For example: https://news.ycombinator.com/item?id=36624294 https://news.ycombinator.com/item?id=36624294 This is what companies want. They want to use frustration and sabotage as a way to get what they want. Chatbots will rarely be anything but a new weapon to do so.