It's popular to propose using AI to deflect front-line CX messages and offer support. What are you giving up and what do you gain? Read: "Everything Starts Out Looking Like a Toy" #160
There have been times where a bot has absolutely solved my problem. One example was Sunbasket (meal prep service). They forgot a key ingredient and handled the whole complaint/process seamlessly. I didn't feel as though I needed to talk to a human. They clearly thought through all of the different scenarios.
On the other hand, most are terrible and do not give you a good way to get to a representative. Uber Eats is a brand that comes to mind. They make it infuriating to get to a human, but even when you do, they are not skilled at understanding context on why the problem was that bad. Peloton is also bad at this.
Absolutely - think it's important to call out situations where sometimes, talking to a bot is better. The key of the experience? Knowing you're talking to a bot ;)
Dear Bot, may I speak to your manager?
There have been times where a bot has absolutely solved my problem. One example was Sunbasket (meal prep service). They forgot a key ingredient and handled the whole complaint/process seamlessly. I didn't feel as though I needed to talk to a human. They clearly thought through all of the different scenarios.
On the other hand, most are terrible and do not give you a good way to get to a representative. Uber Eats is a brand that comes to mind. They make it infuriating to get to a human, but even when you do, they are not skilled at understanding context on why the problem was that bad. Peloton is also bad at this.
Absolutely - think it's important to call out situations where sometimes, talking to a bot is better. The key of the experience? Knowing you're talking to a bot ;)