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> If I am trying to interact with a company and they direct me to their chatbot, I expect that chatbot to provide me with accurate answers 100% of the time (or
by JoshTriplett 3y ago
> If I am trying to interact with a company and they direct me to their chatbot, I expect that chatbot to provide me with accurate answers 100% of the time (or to say it can't help me in the event that I ask a question that it's not meant to solve, and connect me to a representative who can).
If I'm trying to interact with a company and they direct me to a chatbot, I expect to get useful help 0% of the time, because if help was available via a mechanism on their site I would already have found it. I expect a chatbot to stall me as long as possible before either conceding that I need a human's assistance or telling me some further hoop to jump through to reach a real human.
- eru 3y agoHonestly, that's pretty similar to dealing with front-line level 1 human support.
- JoshTriplett 3y agoI have a slightly higher expectation that first-line tech support can solve my problem if the problem is "you really should have had a self-service way to do this on your website but I'm sure you have a tool for this". And if that isn't the case, I've mostly found that contrary to stereotype, many first-line tech support people are not such rote script-followers that they can't deal with skipping most of the script when the problem is obviously on their end and going to need real human intervention.