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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] 16 points 1 year ago

Yup. Chatbots can in every case be replaced by a knowledgebase articles/a wiki, and a self-service portal. Give me those and a support email in case I do need to speak with a real person. I don't under any circumstances want to talk with a chatbot.