Chatbots were the next big thing: what happened?

Re:Chatbots were the next big thing: what happened? by wpietri on Friday June 08, 2018 @11:58AM (#17266698)

Exactly. I did tech support in college, and there's often a huge gulf between what people ask for and what they want. Especially with the rise of the web and apps, we've shifted plenty of power into the hands of users and customers already.

Voice-based systems currently combine all of the limitations of human conversation (e.g., low bandwidth, strongly linear, possibilities hidden) with all the limitations of computers (e.g., not very bright, highly literal, inflexible).

I think the main reason they're so popular for support is that people are bad at accounting. If I install an IVR system, I see that calls to human agents go down, saving me easily measured cash money. But I probably haven't measured the time and cognitive load burden shifted to customers, or the value lost by suboptimal use of whatever they're supporting.

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Re:Chatbots were the next big thing: what happened? by awat on Friday June 08, 2018 @12:16PM (#17266880)

Particularly that last point stands out to me. Lots of automations I’ve seen assume the customer knows the problem. Which they may not they are contacting with a symptom to which they may not know the problem. They aren’t necessarily going to say billing issue/expired credit card when contacting about why they can’t access thier premium features on your app anymore.

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