this post was submitted on 08 Jul 2023
157 points (100.0% liked)

Technology

37712 readers
177 users here now

A nice place to discuss rumors, happenings, innovations, and challenges in the technology sphere. We also welcome discussions on the intersections of technology and society. If it’s technological news or discussion of technology, it probably belongs here.

Remember the overriding ethos on Beehaw: Be(e) Nice. Each user you encounter here is a person, and should be treated with kindness (even if they’re wrong, or use a Linux distro you don’t like). Personal attacks will not be tolerated.

Subcommunities on Beehaw:

This community's icon was made by Aaron Schneider, under the CC-BY-NC-SA 4.0 license.

founded 2 years ago
MODERATORS
alyaza@beehaw.org
TheRtRevKaiser@beehaw.org
gyrfalcon@beehaw.org
rs5th@beehaw.org
coldredlight@beehaw.org
Los@beehaw.org
SemioticStandard@beehaw.org
TheRtRevKaiser@kbin.social
remington@beehaw.org
157
Creative Good: Why customers don’t want chat bots (creativegood.com)
submitted 1 year ago by trashhalo@beehaw.org to c/technology@beehaw.org
47 comments fedilink hide all child comments
 

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.

you are viewing a single comment's thread
view the rest of the comments
[–] conciselyverbose@kbin.social 4 points 1 year ago

I think there are ways they could be used. If they're intelligently used as a filter to resolve basic issues that don't require human intervention and immediately transfer to a human when the query doesn't fit into a bucket extremely cleanly, they could be an efficient force maximizer, and you could theoretically even have specialists in different areas of your service that the bot attempts to direct most relevant queries to.

But the companies using them don't want great, efficient service. They want cheap service at all costs to anything else. So that's what you get.