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by hiAndrewQuinn
953 days ago
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patio11's recent "Seeing Like a Bank" makes a pretty persuasive argument that these kinds of first pass filters are in fact very important to ensure that costs can stay reasonable to you and I, the rare times we do actually have a problem and usually have to walk far up the chain of command to get it fixed. https://www.bitsaboutmoney.com/archive/seeing-like-a-bank/ |
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My current employer has a slack helpbot where you dm the bot and it does a first pass at trying to find the right ticket/form etc to solve your problem. If it can't, it opens a regular helpdesk ticket with the info you have given it so far and the helpdesk sorts your problem out. It's great.
Most corporate chatbots however are not like this. For example, when I went recently to resolve a problem with an insurance policy I got pushed on the website to the chatbot. After going through a bit of annoying to-ing and fro-ing the chatbot told me it couldn't do anything and I had to call up. At this point all the information I had given it while it was trying to resolve my problem is in the dumpster and as far as its concerned, job done. I however have wasted a bunch of time and am back to square 1. Worse than that, when I sit in the (now incredibly long) phone queue to speak to the few human helpdesk agents who remain I have to listen to the recording repeatedly telling me "why not use our super-helpful chatbot".