The author argues that customers do not actually want chat bots for customer service, contrary to what companies claim. Chat bots can only handle simple, routine queries, but for complicated issues customers want to speak to a human representative. Companies are pushing chat bots to reduce costs and increase profits, without considering the negative impact on customer experience. The author only sees chat bots as useful for customers when used to cancel subscriptions that require contacting customer service, showing how frustrating the current system is. The author believes we should build technology that customers actually want and would appreciate, rather than focusing on bad experiences or defending against them.
In my country they are thinking about putting chat bot on the emergency line (same as 911 call for reference).
So no…when I call I want help, not a chat bot with limited options, no empathy and that will probably desconect my call if I choose the wrong option.
That would bring fear to my life. I have not had any good chat box experiences and certainly would not want one during a potential emergency. Some countries - perhaps most - have a dedicated line for real emergencies and a separate line for non emergency calls. I would be frustrated if the officials put a chatbot on either of them.