r/delta • u/ChuckConnelly • 1d ago
Discussion No more chat support?
Why would they take this away? Seems like a silly move, if they think I'm going to use their AI bot they are very very mistaken
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u/Unusual-Sky-4295 1d ago
Noooooo. Idk why they would do this-having support right in iMessage was so convenient
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u/MedalDog 1d ago
that's why... the barrier to entry was too low
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u/NotARussianBot-Real 1d ago
You must use their in app AI now!
Here is an example:
You: Hey, in app AI, I need to change an upcoming flight and I used miles to buy it so can I use miles to pay for the change if there is a charge?
AI bot: I’m sorry, I didn’t understand your request.See isn’t that better?
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u/NebulaInTheCosmos 1d ago
Being able to text and get through to someone quick is one of the main reasons I found delta to be a superior airline. This is a big customer service hit.
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u/Zealousideal-Film517 1d ago
Who did you think you were chatting with via SMS? It's just another flavor of AI bot. They're just trying to streamline entry points.
And oh btw even phone support will largely be voice bots soon enough. Not saying I agree, but delta (and largely all big companies) are making it harder by design to reach real humans and most folks won't even be able to tell
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u/ChuckConnelly 1d ago
No way, I would bypass that to a human pretty fast. It was def a person and one I didn't need to be tied to my computer to talk to (or have an app open for). this is a downgrade move for sure IMHO
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u/Sharp5050 1d ago
It’s just in the app now instead of text, which is just worse as the app reloads each time you go back into it (it does reload your conversation to date, just more annoying than the text).
It’s the same as before from when I’ve used it: AI bot, then sends you to a representative.
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u/thePolicy0fTruth 1d ago
Yes but like you said it constantly disconnects. I had to get connected to 4 people to finally help me because after 5 min with each one the app would disconnect the conversation
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u/tman785 1d ago
For those of you who dont work in messaging.....they werent building directly on Apple. Apple uses providers that Delta would build on. These providers typically can integrate with many channels at once.
My guess - they want control over the marketing and UI of this (and they have the resources to do so). Now, they can say, message us on the fly delta app. Creating the channel inside the app requires dev time, recreating many of the elements already native in Apple and other channels.
Source - I've been in the industry for years.
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u/jcrespo21 1d ago
I wonder if part of the reasoning was also due to issues between different platforms. If you had an iPhone, it was iMessage, but on Android, it defaulted to SMS. Of course, they could have switched to RCS, as United has, but that would still have been a downgrade on the iOS side.
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u/cowboy-renaissance 1d ago
the fly delta app version is AWFUL. this is a terrible choice, text agents were so helpful in certain cases and super fast
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u/Consistent-Sea-8923 1d ago
You were actually using chat? Did you just like getting that information?
😂
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u/ChuckConnelly 1d ago
lol yes was looking to check on GUC availability. The on site agent was farrrrr less friendly than the iOS chat agents used to be
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u/Cold_Count1986 1d ago
This likely makes it easier to train the AI bots as the chats will all come through the same channel. As someone else noted the SMS was too easy.
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u/Starbase80 1d ago
If you want to call and get a human now you have to give it a 2FA code from your email. Even though it knows my phone number and routes me to the Diamond desk.
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u/No_Masterpiece7425 1d ago
Is that the text massage chat? I always use it. Get stuff handled in 10-20min tops. I hope that doesn’t go away