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.

  • anachronist@midwest.socialEnglish
    2·
    1 year ago

    I would think that an unemployed person with decent communication skills could be trained to be an operator who would be much better than a chatbot. Point taken about corruption though, that makes sense sadly.