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A comment on Ask HN: 5 months and counting waiting for Coinbase customer support. Advice?. Parent comment

Re:Ask HN: 5 months and counting waiting for Coinbase custom... by sitepodmatt on Monday January 29, 2018 @07:21PM (#16261861)
Bot support sucks. Revolut is a case study in this #fail. Make things clear and idiot proof is a better path to avoiding time answering simple questions. I missed the days of some human on the end of a mechanical turk task copy and pasting some loosely related canned answer when with dealing with bots.
[ Parent | on HN ]
Re:Ask HN: 5 months and counting waiting for Coinbase custom... by hw on Monday January 29, 2018 @11:52PM (#16262972)
Totally agree. Bot support is one of the worst things you can do for your customers. Especially in Coinbase's case where there's $ involved, auto bot responses piss off customers wanting their $ in time.

AI is a long way from being at the forefront of customer support. At best AI works well as a complementary tool for customer support agents to help their customers, but not be the customer support agent itself.

What Coinbase needs to do is shore up their support team.

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Re:Ask HN: 5 months and counting waiting for Coinbase custom... by tluyben2 on Monday January 29, 2018 @08:54PM (#16262290)
With Revolut at least you can just pay for better support; with most services you cannot.
[ Parent | on HN ]