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A well designed chatbot is better than a well designed UI for this use case. A “well designed chatbot” could absolutely do something as common as claiming a ret

• mrweasel 2y ago
  The issue, as I see it, is that most of these companies do not have well designed system to begin with. They then attempt to slap on a AI chatbot to deal with their total lack of a coherent systems design. If these companies had good design, good processes and clearly defined processes, they wouldn't need a chatbot. They could add one to make querying better/easier. Let's say you go to your ISPs website, because your internet connection is down. Ideally their frontpage would have a direct link to "operational status", but let's be real, it doesn't. You eventually find the status page, it doesn't mention anything about outages. So you call or ask the chatbot, in neither case will you get an answer, because neither the person on the phone, nor the bot has ANY clue that you're internet connection is down. You then switch to a different ISP, who has procedures and systems in place and a link to their status page and they update it before you even think about contacting them. No amount of AI chatbots will fix the problems for the first ISP, because their internal systems suck and can not provide the bot with the required information anyway. Most interactions with ChatBots and customer service could, and should, be solved with better processes and better systems. We're not even at the point where we can compare the well designed UI to the well designed chatbot, because most businesses can't provide the data and processes for either.