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So I work in customer service for tech company, I see the tickets and about 60% of them can be solved with a chatbot. Most of the time the instructions were alr

So I work in customer service for tech company, I see the tickets and about 60% of them can be solved with a chatbot. Most of the time the instructions were already written on the customers screen and they just didn't bother to read them. I agree, calling up and getting a bot is irritating, but personally fielding every call without screening out the silly PEBCAC tickets gets expensive quick and hold-times pay the price.

IshKebab 3y ago
> and they just didn't bother to read them I would encourage you to reconsider this sentiment, and to read "The Design of Everyday Things". Sometimes you really do have a situation where the user needs to read and they just don't. But that's less common than them "not reading" because: * The relevant information is buried in what appears to be bumph that we all sensibly skip over. * The instructions are actually not clear. * The user reasonably didn't expect that instructions would even be required so they didn't look for them. * There was a more obvious action to take on the page than reading text, e.g. "Continue". Those people making tickets can read. The fact that they aren't suggests there's something wrong with the instructions or how you are presenting them - or more likely, the fact that they exist at all. If you have any specific examples I'd be interested.
- missedthecue 3y ago
  One example is when a user tries to upload a file to the system that is not allowed (permitted files are plainly listed), a large red error message appears that says "This file type is not allowed. Please upload one of the following:" You would not believe the amount of tickets we get daily where people are confused as to why their file wasn't uploaded. Automated bots clear a lot of this stuff up.
  - IshKebab 3y ago
    I think the issue there is that you're assuming all users are familiar with what "file types" are. It could also be that the format they are uploading is entirely reasonable so it should work. A better solution is surely to convert the file for them. That's what you're making them do themselves right? I've ran into a similar situation lots of times when uploading photos on mobile. Often you get "this file is too large". Well no shit, we have the technology to automatically resize it now! It's not difficult! (Also have you noticed how Android lacks that basic functionality?) Yes it is more work than not doing it, but it's definitely less work than implementing an AI chat bot.

IshKebab 3y ago

> and they just didn't bother to read them I would encourage you to reconsider this sentiment, and to read "The Design of Everyday Things". Sometimes you really do have a situation where the user needs to read and they just don't. But that's less common than them "not reading" because: * The relevant information is buried in what appears to be bumph that we all sensibly skip over. * The instructions are actually not clear. * The user reasonably didn't expect that instructions would even be required so they didn't look for them. * There was a more obvious action to take on the page than reading text, e.g. "Continue". Those people making tickets can read. The fact that they aren't suggests there's something wrong with the instructions or how you are presenting them - or more likely, the fact that they exist at all. If you have any specific examples I'd be interested.

missedthecue 3y ago
One example is when a user tries to upload a file to the system that is not allowed (permitted files are plainly listed), a large red error message appears that says "This file type is not allowed. Please upload one of the following:" You would not believe the amount of tickets we get daily where people are confused as to why their file wasn't uploaded. Automated bots clear a lot of this stuff up.
- IshKebab 3y ago
  I think the issue there is that you're assuming all users are familiar with what "file types" are. It could also be that the format they are uploading is entirely reasonable so it should work. A better solution is surely to convert the file for them. That's what you're making them do themselves right? I've ran into a similar situation lots of times when uploading photos on mobile. Often you get "this file is too large". Well no shit, we have the technology to automatically resize it now! It's not difficult! (Also have you noticed how Android lacks that basic functionality?) Yes it is more work than not doing it, but it's definitely less work than implementing an AI chat bot.