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Context always matters. I have no trouble imagining scenarios in which I would prefer a chatbot, and scenarios where I would prefer or even require a human. Ho
by devin 2y ago
Context always matters. I have no trouble imagining scenarios in which I would prefer a chatbot, and scenarios where I would prefer or even require a human.
However, one way in which chatbots are often preferred: They cost less to the business. Whether they're good or not seems to be a secondary concern. So, if your coworker is describing what the people inside the business want, they're probably right!
- autoexecbat 2y ago> I have no trouble imagining scenarios in which I would prefer a chatbot I'm baffled, which scenarios?
- geraldhh 2y agothere are a lot of non-native speakers employed in the callcenter business.
- devin 2y agoAny shallow decision tree where the nuance doesn't matter. An example might be: There's something wrong with my order -> wrong size -> order not shipped -> update size on order to small -> small out of stock -> cancel or backorder or There's something wrong with my order -> wrong size -> sorry, the order already shipped -> start a return You can argue that these kinds of things should be supported via direct web UI, and that's fine, but I've seen them backed by chatbots, and I would rather do it on the web than make a phone call for a boring decision tree.
- matrix87 2y agoLet me add a little context: the use case is mostly support when people are facing infra issues And "preferrable" meant it was preferrable to developers specifically, which based off of my experience nobody wants it there, it's an annoyance at best Whether it saves cost or not: hiring people to manage the automated thing (including aforementioned bullshitter who is most likely expensive) or cheap front line support, I'm not sure