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in practise: have you ever used any automated customer support for anything? I've used it to cancel orders, cancel subscriptions, change a broadband package, a
by rahimnathwani 3y ago
in practise: have you ever used any automated customer support for anything?
I've used it to cancel orders, cancel subscriptions, change a broadband package, arrange a return/refund for faulty goods.
Do you prefer to talk to a human for things like this?
- dkjaudyeqooe 3y agoNo I prefer to use a normal user interface.
- rahimnathwani 3y agoAutomated customer support usually has a normal user interface.
- dkjaudyeqooe 3y agoI mean a window with fields and buttons. Why use hit and miss voice or text interfaces?
- marcosdumay 3y agoI have never successfully used automated voice support, even for getting information plainly available on the place's database. But I have tried to use it plenty of times.
- rahimnathwani 3y agoautomated voice support is a small subset of all automated customer support
- marcosdumay 3y agoWell, the same happens for chat text interfaces, but I have used those much fewer times. People usually don't call the normal usable UI that solves problems "automated customer support", but if you refer to a navigable web site with real options to solving things, then well, you are offtopic but that one works.
- rahimnathwani 3y agoIt's not offtopic. Many people in this thread seem to think that any customer service UI that's powered by AI/LLMs has to present a chat/voice interface. It doesn't have to be this way.
- marcosdumay 3y agoWell, where else do you plan on using the AI? On search? (Yes, it would be an improvement, but search is not very far from chat.) Automated customer service works exceptionally well if it's done with care and doesn't involve AIs. But we simply do not have any AI design that helps with it. All designs we have only hinder it.
- robryan 3y agoAll things that would be more efficient if they just had a proper UI for them.
- rahimnathwani 3y agoAll of the examples I gave had a proper UI. Automated customer support doesn't have to be delivered via a chat or voice interface.
- dorkwood 3y agoJust to clarify, when you said you used automated customer support to "cancel orders, cancel subscriptions, change a broadband package, arrange a return/refund for faulty goods", you're saying you used UI to do those things?
- rahimnathwani 3y agoCorrect.
- DangitBobby 3y agoThe goal of communication is to share ideas and reach an understanding, not to be technically correct. No one else was thinking about websites when talking about "support" and I'm guessing you knew that.