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> I'm really not looking forward to the future where every business has chatbot support. They are already quite common and frustrating. To be honest, I've had

> I'm really not looking forward to the future where every business has chatbot support. They are already quite common and frustrating. To be honest, I've had some good experience with some of them. Amazon's comes to mind. I've been a customer for a long time, and I was shipped a faulty computer peripheral recently. I briefly explained what the issue was to the chatbot and got an immediate response that a new order had been placed, that I should just keep what they originally sent me, there was no charge and it would be sent out priority. And that was it. It arrived the next day and it worked fine. Granted, it knew I was a long-time customer who has already spent a lot of money with them, but this was about as painless an experience as I can imagine. It sure beat clicking through multiple web pages of dialog options.

stavros 3y ago
I think you're conflating a good policy with good UX. I don't think the chat bot experience is much better than a nice "the product I received didn't work" form with a button on the order page.
- turnsout 3y ago
  It's good CX (Customer Experience). You have to look at the holistic experience.
  - stavros 3y ago
    Would it be worse CX if I had to click a button labeled "this didn't work" on my order, and they shipped me a new one? I think it would be strictly better than trying to discover how to do that with language.
    - turnsout 3y ago
      That would be better CX—chat UIs don’t have any inherent advantage when it comes to the quality of the experience. It’s all contextual.
      - stavros 3y ago
        Then I don't understand your comment. You seem to agree with me, but your comment reads like a correction.
        turnsout 3y ago
        Sorry, I was too terse—I was just observing that it was a combination of policy and UX that combined to create a good CX. You’re right that it’s not necessarily the chat UX that led to the good experience, but it also was not purely policy.

stavros 3y ago

I think you're conflating a good policy with good UX. I don't think the chat bot experience is much better than a nice "the product I received didn't work" form with a button on the order page.

turnsout 3y ago
It's good CX (Customer Experience). You have to look at the holistic experience.
- stavros 3y ago
  Would it be worse CX if I had to click a button labeled "this didn't work" on my order, and they shipped me a new one? I think it would be strictly better than trying to discover how to do that with language.
  - turnsout 3y ago
    That would be better CX—chat UIs don’t have any inherent advantage when it comes to the quality of the experience. It’s all contextual.
    - stavros 3y ago
      Then I don't understand your comment. You seem to agree with me, but your comment reads like a correction.
      - turnsout 3y ago
        Sorry, I was too terse—I was just observing that it was a combination of policy and UX that combined to create a good CX. You’re right that it’s not necessarily the chat UX that led to the good experience, but it also was not purely policy.