When I use these chatbots or contact customer support, it's probably because I need a very basic and simple thing done.
Not because I don't want to do it myself. Because the website I'm using is throwing error messages, the form to do it myself has disappeared five years ago, and the only way to accomplish what I want is to bother someone over the phone.
When I worked customer service, I'm sure customers could've done most of the things they wanted to do themselves, if the website wasn't unclear, the help articles weren't incomplete and outdated, the manuals were up to date and the necessary buttons were accessible to the end user.
Companies sabotage themselves with shitty business practices so their cheap support lines get overwhelmed. Almost everything I've wanted to get done through a chatbot should've been an HTML form in my account panel, but businesses don't want to make it easy to return things or ask for refunds. They want you to jump through as many hoops and redirections as possible, because that makes them money.
With the way ChatGPT just lies and deceives out of the box, I've started taking screenshots of chatbot conversations. These businesses are making these chatbots their official point of contact so I take everything these bots promise to do or claim to have done as an official statement from their support department.
Not because I don't want to do it myself. Because the website I'm using is throwing error messages, the form to do it myself has disappeared five years ago, and the only way to accomplish what I want is to bother someone over the phone.
When I worked customer service, I'm sure customers could've done most of the things they wanted to do themselves, if the website wasn't unclear, the help articles weren't incomplete and outdated, the manuals were up to date and the necessary buttons were accessible to the end user.
Companies sabotage themselves with shitty business practices so their cheap support lines get overwhelmed. Almost everything I've wanted to get done through a chatbot should've been an HTML form in my account panel, but businesses don't want to make it easy to return things or ask for refunds. They want you to jump through as many hoops and redirections as possible, because that makes them money.
With the way ChatGPT just lies and deceives out of the box, I've started taking screenshots of chatbot conversations. These businesses are making these chatbots their official point of contact so I take everything these bots promise to do or claim to have done as an official statement from their support department.