Chatbots - Would you or Wouldn’t you?

[Martin-O2]

Hey everyone, 

As a continuation to our recent discussions about Home Assistants and Chatbots and AI we'd like to ask you to take a minute to take part in the below poll on which situations you would be comfortable using a bot or AI. It will only take a minute and feel free to also post below with a bit more detail around your answer. 

Please post one of the below options into your reply and let us know the reason behind your decision! 

1. Use the Bot/AI and happily leave it to complete the actions without any further checks

2. Use the Bot/AI, but follow up by checking your Account to make sure its completed the actions

3. Use the Bot/AI, but also contact and speak to a a 'Human' to make sure

4. Never use a Bot/AI, always want to speak to a Human

Thanks! 

The community team 

[TallTrees]

Hello @Martin-O2 

At the present time I couldn't see me trusting a Bot/AI without checking.

I would also check that a human had completed an action as well/by looking at my Accounts or similar. 

1. No

2. Yes

3. No  (this is difficult so if a check online is available no need to bother a human)

4. No

[Cleoriff]

1. Use the Bot/AI and happily leave it to complete the actions without any further checks = No

2. Use the Bot/AI, but follow up by checking your Account to make sure its completed the actions =No

3. Use the Bot/AI, but also contact and speak to a a 'Human' to make sure = Maybe

4. Never use a Bot/AI, always want to speak to a Human = Yes

[jonsie]

Option 2 as I've used and done this as explained in the other AI thread.

None of the ohers to be honest

Question.....are all these threads guaging opinions about the soon-to-be O2 Chatbot? Have they recycled Lucy and issued her with half a brain?

Sorry that's two questions....

[Mi-Amigo]

1. Use the Bot/AI and happily leave it to complete the actions without any further checks = never.

2. Use the Bot/AI, but follow up by checking your Account to make sure its completed the actions = never

3. Use the Bot/AI, but also contact and speak to a a 'Human' to make sure = never

4. Never use a Bot/AI, always want to speak to a Human = 100% yes.

[Glory1]

Q1. Never

Q2. Never

Q3. Never

Q4. Always

Sorry, I'm not being lazy  but as I'm still umable to use my clipboard on my phone I can't cut/paste or copy the questions and then add my reply to each.

[gmarkj]

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@Martin-O2 wrote:

1. Use the Bot/AI and happily leave it to complete the actions without any further checks

2. Use the Bot/AI, but follow up by checking your Account to make sure its completed the actions

3. Use the Bot/AI, but also contact and speak to a a 'Human' to make sure

4. Never use a Bot/AI, always want to speak to a Human

---

The problem with questions like this is that it is very broad - there are (probably) some things that people would be happy to use a BOT/AI for and others that would be too difficult.

For example - a simple change of tariff could be well within scope but would probably warrant a check after the event to make sure the right one has been applied.

An issue with a bill that needs some more questions being asked might need some human help with unless the BOT/AI is very knowledgeable and can infer some of the issue.

I am fairly confident (~80%) that some insurance companies use these to handle small queries, as do some shopping websites.

For myself, the answers would be as follows:

1. No
2. Yes (where possible)
3. Yes (if 2 not possible)
4. Depending on the query/issue this may be required (for instance, when I had to transfer my number between contracts it took a human operative to tell me that my number hadn't transferred because my final bill had not cleared).

Edited for spelling...

[Martin-O2]

Thanks to everyone for taking part in this poll! It looks like there's a preference for not leaving a chatbot to complete the tasks without additional checks for the majority of issues. 

The poll has no closing date so if anyone else want's to contribute feel free.