3 ms·

They have to keep a human element, there is no way they can give the chatbot authority to do things like reset passwords, add users to accounts, issue refunds,

They have to keep a human element, there is no way they can give the chatbot authority to do things like reset passwords, add users to accounts, issue refunds, etc. If they do that will be a hilarious attack vector for companies.

JumpCrisscross 3y ago
> no way they can give the chatbot authority to do things like reset passwords, add users to accounts, issue refunds, etc. Plenty of companies have zero human support. The shitty solution is to just refuse to do those things. Lost your password and back-up codes? Create a new account. Need a refund? Contact the vendor.
jstarfish 3y ago
> If they do that will be a hilarious attack vector for companies. I used to think that before realizing it's only going to be customers that will suffer. When someone does something that affects your account, now you're sucked into this vortex of virtual despair. AI representatives just drown complainants in hallucinated bureaucracy. It is an illusion of service. I think we'll have to start bypassing it altogether and just taking companies to small claims court (or even arbitration) to compel human intervention. Maybe AI can help customers with that.
kikokikokiko 3y ago
My specific problem involved options trading, raising margins and enabling weekly options on my account. And there's no way the stupid chatbot can solve it for me. I always was able to have my issues fixed in a matter of minutes when dealing with a human operator on this specific fintech. Now it seems my use case it too niche for them to give a flying fu#k about my problem. They will probably lose me as a client, and I'm pretty sure I'm in the top 10%, maybe 5% of their clients in terms of funds alocated. If they are willing to alienate a guy like me, what chance does a small client have to talk to any human being on this company?

3 ms·

They have to keep a human element, there is no way they can give the chatbot authority to do things like reset passwords, add users to accounts, issue refunds,

by ericmcer 3y ago

JumpCrisscross 3y ago
> no way they can give the chatbot authority to do things like reset passwords, add users to accounts, issue refunds, etc. Plenty of companies have zero human support. The shitty solution is to just refuse to do those things. Lost your password and back-up codes? Create a new account. Need a refund? Contact the vendor.
jstarfish 3y ago
> If they do that will be a hilarious attack vector for companies. I used to think that before realizing it's only going to be customers that will suffer. When someone does something that affects your account, now you're sucked into this vortex of virtual despair. AI representatives just drown complainants in hallucinated bureaucracy. It is an illusion of service. I think we'll have to start bypassing it altogether and just taking companies to small claims court (or even arbitration) to compel human intervention. Maybe AI can help customers with that.
kikokikokiko 3y ago
My specific problem involved options trading, raising margins and enabling weekly options on my account. And there's no way the stupid chatbot can solve it for me. I always was able to have my issues fixed in a matter of minutes when dealing with a human operator on this specific fintech. Now it seems my use case it too niche for them to give a flying fu#k about my problem. They will probably lose me as a client, and I'm pretty sure I'm in the top 10%, maybe 5% of their clients in terms of funds alocated. If they are willing to alienate a guy like me, what chance does a small client have to talk to any human being on this company?