Just sat through a webinar on AI customer service bots and I'm skeptical

A company called HelpDesk AI was showing off their new chatbot that supposedly handles 90% of support tickets. They played a recording of a bot talking to a customer about a refund and it sounded fine, but I kept thinking about my own experience last month. I called my internet provider and their bot spent 15 minutes trying to sell me upgrades before I finally yelled for a human. How are companies testing these things before they roll them out to real people?

2 comments

2 Comments

willow_garcia9d ago

Wait they actually played a recording of a bot working and thought that proved something?

drew_patel579d ago

Watched my sister's insurance company bot send her to collections over a $0.00 balance once. She spent two hours on the phone going in circles because the bot kept saying "I understand your frustration" but would only route her back to the automated payment system. They finally had to send her a paper check for zero dollars just to close the ticket. So yeah, companies definitely need to test these things with actual angry humans first, not just recordings of polite customers asking about simple refunds.