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Creative Good: Why customers don’t want chat bots (creativegood.com)

submitted 1 year ago by [email protected] to c/[email protected]

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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.

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[–] [email protected] 9 points 1 year ago (1 children)

Chat bots are by and large fucking annoying and slow. I do however like chatting with a live agent. It's easier for me to do other things and not be tied up.

[–] [email protected] 9 points 1 year ago (1 children)

I've found that the chat agents are much less able to "be a human" and help you out, it feels like talking to a chatbot sometimes. It's a lot easier to get someone to empathize with your problem over the phone, IME

[–] [email protected] 3 points 1 year ago

Oh most definitely! I just like the fact that my words are preserved in a transcript so that it does not become heresay.