The author argues that customers do not actually want chat bots for customer service, contrary to what companies claim. Chat bots can only handle simple, routine queries, but for complicated issues customers want to speak to a human representative. Companies are pushing chat bots to reduce costs and increase profits, without considering the negative impact on customer experience. The author only sees chat bots as useful for customers when used to cancel subscriptions that require contacting customer service, showing how frustrating the current system is. The author believes we should build technology that customers actually want and would appreciate, rather than focusing on bad experiences or defending against them.

  • AmoraHello@beehaw.orgEnglish
    6·
    1 year ago

    In my country they are thinking about putting chat bot on the emergency line (same as 911 call for reference).

    So no…when I call I want help, not a chat bot with limited options, no empathy and that will probably desconect my call if I choose the wrong option.

    • Ellecram@beehaw.orgEnglish
      4·
      1 year ago

      That would bring fear to my life. I have not had any good chat box experiences and certainly would not want one during a potential emergency. Some countries - perhaps most - have a dedicated line for real emergencies and a separate line for non emergency calls. I would be frustrated if the officials put a chatbot on either of them.

        • anachronistEnglish
          1·
          1 year ago

          Doesn’t Portugal have really high unemployment? How could this possibly be warranted?

          • AmoraHello@beehaw.orgEnglish
            2·
            1 year ago

            Probably some “friend” of the main party (we call it boys do PS) will get an huge sum to do it…and in the end it will not work properly.

            Our goverment does not care. We have an huge problem with nepotism and corruption. In my opinion this is not to improve thr citizen life, is to give money to some boys cooperation.

            Also, the unemployment rate covers people without studies or with specific studies not suited for 911 operator. I dont know how it is in other countries, but here the first responder is a police officer and only after him it goes to a registered nurse or health profissional. We are lacking profissionais on both fields. But in the end I would rather have someone without studies but trained to be an 911 operator than a chatbot.

            When this news came people started talking about the women who called 911 ordering a pizza. The operator managed to understand the caller was in danger and the pizza call was a code for help. A chatbot can do this??? I dont think so.

            • anachronistEnglish
              2·
              1 year ago

              I would think that an unemployed person with decent communication skills could be trained to be an operator who would be much better than a chatbot. Point taken about corruption though, that makes sense sadly.