Talking to chatbots

[Martin-O2]

Hi guys, 

Chatbots or virtual assistants have become both more widespread and more sophisticated over the past few years with many companies using them not just for online chat but for phone conversations too. 

While some people are happy to deal with virtual help with their queries others would rather deal with a human being. 

What are your thoughts on chatbots? Do you prefer the human touch or are you fine with an algorithm managing your query? Would you still use the forum if there was a virtual community manager? 

Further reading

[MI5]

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@Martin-O2 wrote:

Would you still use the forum if there was a virtual community manager? 

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How would we know ? 

[Cairdeas]

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@MI5 wrote:

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@Martin-O2 wrote:

Would you still use the forum if there was a virtual community manager? 

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How would we know ? 

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[Cleoriff]

That wonderful word 'Algorithm'......meaning it can be programmed to do what some human wants it to do....

As for a Virtual Manager...... No thanks. Could they debate, reason, question, make decisions or manage??

Not in my book. Once you threw them out of sync they would have no reasoning skills whatsoever. Control by Robot...I would rather talk to the wall....

[viridis]

90% of business is built on rapport and compassion when something goes wrong.
Automated services just pee people off and are used by cheapskate companies with no care for customers.
Tell me... When was the last time you EVER heard anyone praise an automated chatbot service..

[Curr946]

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@Cairdeas wrote:

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@MI5 wrote:

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@Martin-O2 wrote:

Would you still use the forum if there was a virtual community manager? 

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How would we know ? 

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[Martin-O2]

@MI5 I'd offer you a tin foil hat but that's exactly what a robot would do! 

@Cleoriff Algorithm is a fantastic word. As for a virtual community managers as the technology improves it might get harder and harder to tell the difference between a person and bot. I hope not though as I'd be out of a job! 

@viridis Agreed they can be very frustrating in a customer service situation. Have you had to deal with one recently?

[MI5]

You only have to look at the confusion caused by live chat following algorithms to know it would never work in a mobile phone type of CS environment.

[viridis]

Yes, PayPal.
Their system is nothing but infuriating and gets you angry before even talking to someone, it's truly atrocious

[Martin-O2]

@MI5 There far from perfect currently but we might see them become more prevalent as they software gets better. Can't beat a real person for customer service though. You want someone who can understand your issue. 

@viridis Luckily I've never had to deal with their CS! I find the banks IVR frustrating enough and that gets you through to where you need quick enough.