discuss Chat Bots

[Oshawott]

Do you stay away from companies that use chatbots?

My primary research method when it comes to choosing banks and insurances are that I search for companies that dont use chatbots. Its not nice talking to a chat bot repeating the same query again and again when we are in an emergency and requiring cash or help that are time sensitive products.

Chatbots often dont understand our queries and cannot give us information that is beyond what is already there in the FAQ. So, I usually keep away from them.

 

[Harsh World]

Chatbots are annoying, to say the least.

However, companies that are employing them have probably also traditionally used overseas call centers which relied on querying your question in a script and repeating the same thing. More often than not, employees there were able to give some leeway in account credits and whatnot, if that were the issue, as opposed to a chat box that will just cycle through telling you that nothing is due.

 

[Heatman]

It depends on how the chatbots are used for me that's the problem. If they are used to hold and keep customers occupied with some of their quick prompt to see if the problem can be fixed with the information already in the FAQ, until a live agent can come in when that's not helping the customer I don't have any problem with it.

But when they make costumers suffer the damn bots all day without providing human assistance in between, that's where it pisses me off.

 

[Ja sa bong]

If your problem isn't listed in what a chatbot is trained on, it's useless talking with it. This is why I see it as a total waste of time talking with a chatbot.

My preferred way of reaching customer service is through a call. I don't like using the chat feature. I would rather send a mail than use their chat feature because I will have to go through chatbots first.

 

[Harsh World]

My preferred way of reaching customer service is through a call.

I hate the phone menus that redirect you all over the place, and to sometimes a dead end that ends the call when you know there's someone there that can help.

I usually resort to button mashing that gets me to a live person in any department that can redirect me to another live person that can help.

Automated menus were like the precursor of chat bots as sometimes they just play a prerecorded message.

 

[Heatman]

I hate the phone menus that redirect you all over the place, and to sometimes a dead end.

This is a very serious problem for me when calling any customer service. It's worst with calling Telecommunications companies we use for internet connection subscription.

They will keep you jumping from one menu to another for more than 30 minutes and then keep you on hold for more 30 minutes again. I would rather go to the it office in person to fix the problem I have than calling them.

 

[Harsh World]

They will keep you jumping from one menu to another for more than 30 minutes and then keep you on hold for more 30 minutes again. I would rather go to the it office in person to fix the problem I have than calling them.

Try just mashing numbers every time you hear the voice (like within milliseconds) on those types of menus.

I can usually get through to someone in about 3 minutes. They might not be able to help me, but they can always get me to the "front of the line" with someone that can immediately.

 

[Heatman]

Try just mashing numbers every time you hear the voice (like within milliseconds) on those types of menus.

I can usually get through to someone in about 3 minutes. They might not be able to help me, but they can always get me to the "front of the line" with someone that can immediately.

I used to do that but at one point, it stopped being helpful. There was a time when I managed to know the pattern of numbers to press in a sequence like let's say 2,4,7,8 and 0 to be taken to the online customer representative but they always change the number sequence in their system. I just gave up trying it again.

 

[ActionAce]

I understand you well enough. The chatbot can really get on one's nerves anytime, more so in real emergencies. Chatbots should be employed for generalized issues while human customer service is highly desired in complex situations.

 

[1stop]

I agree with you. This is one area where AI cannot replace humans in the truest sense. Chatbots have a way to perform well when inquiring for simple information, but the moment you are dealing with complex issues, run!!

 

[Shawn]

Do you stay away from companies that use chatbots?

My primary research method when it comes to choosing banks and insurances are that I search for companies that dont use chatbots. Its not nice talking to a chat bot repeating the same query again and again when we are in an emergency and requiring cash or help that are time sensitive products.

Chatbots often dont understand our queries and cannot give us information that is beyond what is already there in the FAQ. So, I usually keep away from them.

It depends.

Some chatbots have been improved really well and you can get an answer quickly.

I hate having to call tech support on the phone. If the chatbot can help me, I'll use it. If there is an email option, I'd rather use it because I can give it more information.

I hate having to call a center and get someone who's not good at English. No disrespect to them at all. It's just hard for us both to understand each other and easier to interpret words IMO.

 

[Yama]

I don't mind using chatbots if these bots try to answer initial queries and then send links to knowledge base actions or proper department for further assistants. I do not like the bots that puts me into a loop and repeats the same thing again and again.

 

[Harsh World]

I used to do that but at one point, it stopped being helpful. There was a time when I managed to know the pattern of numbers to press in a sequence like let's say 2,4,7,8 and 0 to be taken to the online customer representative but they always change the number sequence in their system. I just gave up trying it again.

That sucks. I only use a few automated messaging numbers for places I need to call, which it still works. I'll have to test it on the next one, if I ever get someone I need to call with one to see if they have it locked down.

Some chatbots have been improved really well and you can get an answer quickly.

Some services have great chatbots that can quickly go through their FAQ and actually give you a detailed response that's broken down. I'm quite amazed...

I hate having to call a center and get someone who's not good at English. No disrespect to them at all. It's just hard for us both to understand each other and easier to interpret words IMO.

No disrespect given either, but the corporations also give them scripts that are out of their vocabulary, or just harder to pronounce, so it makes communicating much more difficult.

I do not like the bots that puts me into a loop and repeats the same thing again and again.

These ones are the worst and are probably "first gen". Though, ChatGPT can do that too, so I don't know...

 

[Heatman]

That sucks. I only use a few automated messaging numbers for places I need to call, which it still works. I'll have to test it on the next one, if I ever get someone I need to call with one to see if they have it locked down.

Seriously, it's very annoying and frustrating at the same time. Anytime it's necessary I need such assistance, I would have to cancel everything else for the day and go to the office. The last time I had to go for linking and updating my National Identification Number to my SIM card, I was stuck in their office from 10AM until 5PM. There's always crowd in the office whenever you come for one thing or another.

 

[Cpvr]

Try just mashing numbers every time you hear the voice (like within milliseconds) on those types of menus.

I can usually get through to someone in about 3 minutes. They might not be able to help me, but they can always get me to the "front of the line" with someone that can immediately.

This is exactly what I did everytime I call a customer service line. It works like a charm!

 

[Harsh World]

This is exactly what I did everytime I call a customer service line. It works like a charm!

Maybe they caught on to the technique and will fix it for the services we regularly call.

I used to do that but at one point, it stopped being helpful.

 

[Apsara]

I have used them, some are good and some are useless. I think whether they are good or not depends on how they are programmed