4 ms·
I disagree. Chat bots can be superintelligent about fact-based 'How do I do this?' type questions in a B2B context. It can "know" vastly more about complex plat
by rogerkirkness 3y ago
I disagree. Chat bots can be superintelligent about fact-based 'How do I do this?' type questions in a B2B context. It can "know" vastly more about complex platform-type products than any person can. In our case, we offer both chatbot for 'How do I do this?' type questions, and contact a human support agent for 'I have a discrete problem I need help with?'. Customers love it.
- chankstein38 3y agoI don't usually contact customer service to ask them how to do something. I usually do so because I have some issue with whatever situation and need someone to resolve it.
- inhumantsar 3y agohave you ever worked in customer service at scale?
- rogerkirkness 3y agoThis is true of technical customers, which only a small percentage of people are in a B2B or consumer context. Non technical customers behave very differently.
- jmull 3y agoI'd be pretty suspicious of the source of the information that customers love it. I suspect you are being told what you want to hear, not what's true.
- rogerkirkness 3y agoCustomers are emailing us saying that they like it as a compliment to support, you think it's impossible that people actually like it?