sethm58•1d agoMost Upvoted

Unpopular opinion: most AI customer service bots are just automated blame deflectors

I spent 45 minutes yesterday trying to cancel a subscription through a chatbot that kept looping me back to the same menu options. The bot literally told me it couldn't transfer me to a human because my issue was 'outside standard resolution parameters.' Does anyone else think these bots are designed more to protect companies than actually help customers?

3 comments

3 Comments

ray6131d ago

Honestly that sounds brutal, those bots are just roadblocks disguised as help.

michael8031d ago

Hold on @ray613, I think you might be half right but missing something. Those bots can definitely feel like roadblocks when they keep asking the same question three different ways, that part I get. But I had one actually get me a refund for a double charge last month after the phone tree sent me in circles, so they do work sometimes. Just depends on the company and how good their system actually is.

iris_barnes871d ago

Calling them roadblocks seems a little over the top. I've had some bots actually get me to the right department faster than the phone tree maze. They're annoying when they don't understand what you're asking, sure, but it's not like a human operator is gonna be much better half the time.