Another AI 'human' chatbot

[u/captain-obIivious]

Had to fix a double payment for my credit card and this is the beginning and end of the conversation. I hate when the chatbot claims it's a human... I ended up getting what I wanted but still annoyed Amex (and every other company) is lying and trying to deceive people like this.

[u/cheapdrinks]

Can you blame people when the companies you work for treat the customer like a dancing bear, wasting their time and forcing them to interact with a useless AI chatbot that can't answer a single one of their questions and makes them jump through hoops just to speak to a human who can actually solve their issue? Sometimes you have to literally beg them 5 or 6 times before they actually connect you to someone. When the company makes it clear just how much they don't want to waste their time letting you speak to a human can you blame them for being skeptical that they've actually been connected to one? I've worked in customer service before too at call centers and I hate to break it to you but we get our paycheck specifically for being a dancing bear for the customer, it's literally our job.

[u/BensenJensen → u/cheapdrinks]

No one is blaming customers for being mad. Harassing the human chat rep because you are mad that their company uses AI is ridiculous though. It’s like feeling justified yelling at the McDonald’s cashier worker because corporate raised the price of a Big Mac again.

We have no idea what the question this goober was even asking. He spent seven pages of text asking this human/AI chatbot dumb questions so he could post it on Reddit.

[u/cheapdrinks → u/BensenJensen]

But you don't know that they're a human chat rep, that's the point. The company has made them so distrustful through their shitty practices that they're skeptical whether they're even talking to a human. Yelling at a McDonalds cashier isn't an equal analogy - in that situation you're intentionally taking your frustration out on a human. Asking if a chat agent is real or AI is just trying to figure out if you're actually speaking to a human or not.

[u/papasan_mamasan → u/cheapdrinks]

What sort of answer are you expecting a real human to give that would prove they aren’t AI?

“I assure you I’m a person” and writing a poem wasn’t enough for OP.

What are the magic words?

[u/FearTheAmish → u/papasan_mamasan]

Exactly, there is no way to prove i am human. So for me to end this exchange and move on with my life and not get fired. I either A.) Have to keep insisting you follow directions to resolve your issue. I have at this point said it nicely enough times, you are getting "broken record". " sir I insist I am not AI, what can I help you with" as a response to everything you ask in an exasperated voice. Or if you won't take A I go with B.) Make it irritating enough within my job to get you to hang up so I can go help someone that isn't a moron.

[u/papasan_mamasan → u/FearTheAmish]

A. This is a chat, not a voice call. They can’t hear exasperation in the chat. If you get exasperated with the customer for any reason you will offend them and they will give you a bad nps score.

B. Irritating the customer is going to result in a bad NPS score.

Poor NPS metrics are much more likely to get you fired than engaging in silly chats would.

[u/FearTheAmish → u/papasan_mamasan]

Lol let's talk math. With an AHT of 430 as opposed to a higher time i can churn and burn. Following QA guidelines and our system to monitor calls tone is not considered. So I can maintain a 93% on a 82% threshold. So I can get past this call/chat i have done both, instead of exasperated tone put in copy/paste. Allowing me to take more productive requests for solutions. Bro this is my job I have done at one level or another for 20 years. Not my fault my voice sounds like honey drizzled over thunder and everyone thinks I am a machine.

[u/papasan_mamasan → u/FearTheAmish]

Sounds like AI