I find customer support service Chatbots useful, they tend to ask the right questions before connecting me to an actual human, so I don’t have to explain myself over and over. They also categorize your problem so you won’t be forwarded 3 times till you finally reach the right department. They’re essentially like the “press 1 to…, press 2 to…” shtick during a service call, except the customer support person has access to your chat history.
I find those kinds of chatbots useful, but those aren’t the ones I encounter 90% of the time. Most of the time, it’s a chatbot that summarizes the help articles I just read, giving faulty interpretations of the source material, that then goes on to never direct me to a real person unless I tell it multiple times that the articles it’s paraphrasing aren’t helping. (and sometimes, they have no live support at all, and only an LLM + support articles)
I find customer support service Chatbots useful, they tend to ask the right questions before connecting me to an actual human, so I don’t have to explain myself over and over. They also categorize your problem so you won’t be forwarded 3 times till you finally reach the right department. They’re essentially like the “press 1 to…, press 2 to…” shtick during a service call, except the customer support person has access to your chat history.
I find those kinds of chatbots useful, but those aren’t the ones I encounter 90% of the time. Most of the time, it’s a chatbot that summarizes the help articles I just read, giving faulty interpretations of the source material, that then goes on to never direct me to a real person unless I tell it multiple times that the articles it’s paraphrasing aren’t helping. (and sometimes, they have no live support at all, and only an LLM + support articles)