As a web hosting reseller I have had many issues with my hosting provider and while trying to sort out that issue with the client I have often been channeled to the live chat section of the company website. What annoys me the most is when it is very obvious that you are not chatting with a human being but a bot that keeps responding with the wrong answers to what you are replying. With chatbot how are they going to gather enough information from me to be able to respond to my issues correctly? Is it going to be a visual chat tool that sees the expression on my face? I have also seen mobile chats provided by mobile phone operators, what angers customers the most is when they discover they are not talking to human but a bot. I would really like to see how chatbox is going to be different from what we have now.
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I had exactly the same feeling when negotiating my facebook advertisements with crypto/blockchain related content. If they had prepared the chatbot for the customer's second and third tier problems it would't have been that annoying for me. Indeed the reliance on big data is a huge problem! Do you think the inclusion of game theoretical models could improve our problems? No I don't think there will be necessarily a visual element rather a combination with sentiment analyses in the back, but then the big data question arises again. The surprise aspect of finding out there is a bot in place should not be underestimated, indeed, it would anger everyone when a company is betting on the customer will not find out. There might be a kind of overconfidence in place which should indeed be reconsidered, also no chatbot I used yet gave me the experience of being satisfied, also in unfulfilled expectations here