Chatbots are blowing up across industries ranging from banking and fintech, to digital health and insurance.Those practices actually resolve a ton of questions. While I'm still annoyed whenever a CS bot first makes me sift through a list of help center articles after asking a question, I get why they're doing it now. It doesn't matter if your UI offers customers to do something themselves, you will get endless questions about it. But, simply writing little automated in-chat apps for things like cancelling orders or ordering a replacement have boosted our satisfaction ratings immensely while bringing down the average time to resolve.īeing "on the inside" like this definitely also has made me realize that a shitton of requests that companies get are for the most basic things that the user could've looked up in literal seconds. Now, when you get the answer, you can just click "talk to a human" and your conversation is immediately forwarded to an agent. It's quite simple it just tries to match any of your pre-programmed answers to a question and suggests those to the customer. What we ended up doing is letting the customer enter any freeform text, and then using Intercom's (company in the screenshot) "Resolution Bot" to try and understand the intent behind it. And I've also learned that getting away without any kind of automatic responses is damn near impossible in almost any business these days - unless you want your customers to wait for an answer for days. That said, one of my responsibilities at work for the past years has been to make our CS department more efficient, and I've learned that there's serious no-bullshit ways you can automatically resolve CS requests without bothering a human. If this guy really isn't a bot then sure thing, but some simple expert systems and a trained neural net, can do exactly what this guy does. The original reason i was hited for that position is because of a project i did to help make robots and chat companions for elder care and robo-care nurses seem more human and likeable. So they can repeat info back to you like a human would "thank you for waiting frank, we've checked your account and want to make sure you are still happy with " and stuff like that. Then either i have experienced better bots than you have in my life (spent some time making the ones that you talk to at banks sound more human about 6 years ago for a couple of years) and the ones you talk to on sites smarter, like remembering their own names and conversational points etc. /r/programmerhumor - (post your memes here instead)./r/freelance (discussion related to freelancing).
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