3 ms·

Any chatbot/AI that i can't say "please refund this order due to product being damaged here is a pic" and it can't do a refund on its own is worthless. Not beca

Any chatbot/AI that i can't say "please refund this order due to product being damaged here is a pic" and it can't do a refund on its own is worthless. Not because i care about refunds, but if the bot can't do that, chances are it can't do anything real and its just trained on a bunch of docs and is worthless otherwise. It's also 10x worse when the website has a green circle on it like teams/zoom showing it as "online" and makes you feel like you are actually talking to someone.

swiftlyTyped 3y ago
Obviously we'll let customers decide how to deploy this tech, but our vision is less about "chat with AI customer support", and more "tap into intelligence to help you achieve your task". I personally fell in love with copilots when all my engineering tools started adding them (e.g. Cursor IDE, Warp terminal, etc.). And really, I wanted to tap into artificial intelligence everywhere, from excel to planning a vacation in AirBnb. "is this a good place to stay with a young kid?" Just in recent months, the market has validated this intuition, e.g. Microsoft Copilot products (think 2nd-brain-on-tap for e.g. PowerPoint, not support chat) have boosted productivity by 30%, with lots of other impressive metrics --- If you do go back to the customer support use-case, I'd see the support agent's software using CopilotTextarea, to let them reply to 10x more messages, but where they still drive the conversation. Though I could see it coupled with AI chatbot on the consumer side, where it makes sense
willsmith72 3y ago
as a consumer i totally agree but having been on the other side, requests like yours are the exception. support chatbots relieve a huge load, allowing the real people to work on real requests like yours rather than the numerous junk ones.
esafak 3y ago
It should not be cumbersome to enter your query and be suggested a solution before being connected to a human. In some cases the suggestion will resolve the problem, relieving the load on responders.

swiftlyTyped 3y ago

Obviously we'll let customers decide how to deploy this tech, but our vision is less about "chat with AI customer support", and more "tap into intelligence to help you achieve your task". I personally fell in love with copilots when all my engineering tools started adding them (e.g. Cursor IDE, Warp terminal, etc.). And really, I wanted to tap into artificial intelligence everywhere, from excel to planning a vacation in AirBnb. "is this a good place to stay with a young kid?" Just in recent months, the market has validated this intuition, e.g. Microsoft Copilot products (think 2nd-brain-on-tap for e.g. PowerPoint, not support chat) have boosted productivity by 30%, with lots of other impressive metrics --- If you do go back to the customer support use-case, I'd see the support agent's software using CopilotTextarea, to let them reply to 10x more messages, but where they still drive the conversation. Though I could see it coupled with AI chatbot on the consumer side, where it makes sense

willsmith72 3y ago

as a consumer i totally agree but having been on the other side, requests like yours are the exception. support chatbots relieve a huge load, allowing the real people to work on real requests like yours rather than the numerous junk ones.

esafak 3y ago

It should not be cumbersome to enter your query and be suggested a solution before being connected to a human. In some cases the suggestion will resolve the problem, relieving the load on responders.