What is the Point? The AI chatbots Thing
The future is here and AI has been effectively replacing humans in customer service.
Now talking to humans for any kind of support is a privilege and your problem has to be really complex and desperate to be chosen for a human agent.
If not, get ready to spend minutes "talking" to a chatbot who will repeatedly ask if they managed to solve your problem, as if expecting assurance or compliments.
When you cannot find any contact information on a website, you resort to clicking on the AI chat option, hoping they will transfer you to someone who can sort out your issue.
You are welcomed in a friendly manner before being given options. None of these options are about your current issue. So you type your problem only to be told that it is not understood.
You pick an option from the menu, something close to your issue. Solutions are immediately given and you have already tried them all.
The chat bot has the audacity to ask if they have sorted out your issue. You say No.
The chat bot is apparently not programmed to handle this response. It brings you back to the menu and asks how it can help you today?
At this point you are frustrated and typing away your misery. That's a big mistake. The chat bot isn't programmed to respond to anything except for the limited options that it gives off after the welcome.
It makes a quick getaway. It thanks you for reaching out and ends the chat.
If you're frustrated, you go through the cycle again, hoping to beat the AI this time. You want to be connected to a human agent at all costs.
The AI is adamant that you sort out the issue with it.
It's a battle that usually ends with you deciding to Google the technical issue yourself. Or physically go to the company and sort it out.
If you are lucky and ask the right questions, and are polite, maybe, the AI bot will accept that it doesn't know how to sort out this issue and transfer you to an agent.
But that is for a normal chat. There's no beating the chat bot at the bottom of the screen on every website.
So, what is the point of the chat bot? At this point, I would rather wait a couple of minutes to talk to a human who can help me resolve issues than banging my keyboard in frustration, trying to outwit an AI chatbot.
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