Yeah this is my take too. Chat bots are usually transparently obviously something the CTO bought, then Support dumped some basic configuration into it, and now it's a glorified redirect-provider to poorly map english questions to help articles. There's 0 vertical integration and it's purely to try to shunt traffic down cheaper support channels.
I've literally had 1 good experience with bot-based support. Exactly one. It was when I forgot I had used my Lowes' store card that month and they charged me a late fee for missing a payment. I went through the chatbot UI because I couldn't figure out how to even begin to contact human support.
And can you imagine my utter shock and disbelief when the bot offered to waive the late fee if I set up autopay? Holy shit! I'm still in awe. The chatbot waived my fee. It actually DID something. It genuinely saved them and me a support call that day instead of just feeling like they were trying to persuade me to give up by throwing friction into the process of getting to someone who could actually waive my fee.
I agree. In my head I group chatbots into: 1. bot that can regurgitate the faqs 2. bot that can perform actions
I've had good experiences with type 2 bots with Amazon, Uber, and Doordash, refunding orders that weren't delivered, etc. I assume they have a budget for refunds based on your purchase and refund volume, very similar to the agency a normal customer service agent would have.
> very similar to the agency a normal customer service agent would have.
Exactly this is the differentiating factor. Even if you have a human on the other side, if they don't have the agency accorded to them to perform a particular action within given bounds, they are no good compared to a Chatbot. A chatbot will help such companies cut costs, but they'll also reduce the CX - but I doubt those companies give a damn about that.
> And can you imagine my utter shock and disbelief when the bot offered to waive the late fee if I set up autopay? Holy shit! I'm still in awe. The chatbot waived my fee. It actually DID something. It genuinely saved them and me a support call that day instead of just feeling like they were trying to persuade me to give up by throwing friction into the process of getting to someone who could actually waive my fee.
I think I had a similar experience with the Amazon customer support bot just yesterday. It authorized a refund on a $20 item that I said arrived damaged.
I've literally had 1 good experience with bot-based support. Exactly one. It was when I forgot I had used my Lowes' store card that month and they charged me a late fee for missing a payment. I went through the chatbot UI because I couldn't figure out how to even begin to contact human support.
And can you imagine my utter shock and disbelief when the bot offered to waive the late fee if I set up autopay? Holy shit! I'm still in awe. The chatbot waived my fee. It actually DID something. It genuinely saved them and me a support call that day instead of just feeling like they were trying to persuade me to give up by throwing friction into the process of getting to someone who could actually waive my fee.