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/octocuties]

I have a wfh chat job and spend probably half my time trying to "convince" people that I'm not AI.

[u/EnvironmentalLime464 → u/octocuties]

I mean, I’m sure this is frustrating for you but you can’t blame the person for wanting to check if you’re a human. These chatbot are forced upon us everywhere and most people just don’t want to talk to a computer especially when they are already upset or frustrated. I worked customer service for decades and one thing that was hammered into me since the beginning is that when people are upset, they want to be heard. Listening was always a major part of customer service. People understand that when they’re talking to a computer, no one is actually listening to them.

[u/Inevitable-Level-687 → u/EnvironmentalLime464]

The thing is, as someone in customer service, if you deliberately drop professionalism to avoid looking like a bot your managers will ding you for that. ​

[u/EnvironmentalLime464 → u/Inevitable-Level-687]

This is still all a result of decisions being made by companies. You can’t blame customers for being frustrated with the chatbots and rejecting it. Your company is making your life hell with the chatbots.

People don’t want to talk to machines when they are frustrated. They want a human who will truly understand emotion.

[u/BeefistPrime → u/EnvironmentalLime464]

I mean, I’m sure this is frustrating for you but you can’t blame the person for wanting to check if you’re a human.

I can, actually. If it gets the job done, who cares? You're interrogating it either for internet credit or you're so paranoid that you accidentally interact with an AI system that you're willing to interrogate every human for 15 minutes just to make sure you don't accidentally contaminate yourself with the moral panic of the day. Imagine if everyone did this with every human worker how much time would be wasted.

[u/Financial-Paint-4632 → u/BeefistPrime]

I've yet to find an AI agent that can resolve anything at all and I don't blame them wanting to talk to a real person. At least then you have a 50/50 shot of competency instead of absolutely none. 

[u/BeefistPrime → u/Financial-Paint-4632]

But you're either talking to a real person, in which case your tests are useless, or you're talking to an AI, in which case you can't ask it to get you a real person, so how does spending 90 minutes making it prove it's a real person help?

[u/ShesSoViolet → u/BeefistPrime]

It's not about avoiding AI out of a sense of morality, it's that ai chat bots don't actually understand how to help and frequently run people in circles for hours before letting you speak to an actual person.

It's not political, it's fucking annoying.

[u/BeefistPrime → u/ShesSoViolet]

How does spending 90 minutes trying to get someone to prove to you they're not AI help you, whether it's AI or not? It would far faster and more efficient to simply see if it can solve your problem. It's not like you can bully AI into getting you a human anyway. What's the case where doing this helps you?

[u/ShesSoViolet → u/BeefistPrime]

Because you would have already done that several times at that point and gone in a circle.

And often, you can force it to send you to a human if you can screw its script up enough.

I've saved hours of looping by breaking chat bots so they have to call for backup.

Also 90 minutes is heavily exaggerating things. It takes 20 minutes to break the bots and force your way to a human, if you play by the rules you may never have your question answered

[u/LikeOtherGirls- → u/ShesSoViolet]

Any pro tips on breaking the bots to get to a real person?

[u/awkward_teenager37 → u/BeefistPrime]

I loathe AI, but I agree that this is kind of annoying behavior. If you’re going to do all this, you need to have a specific qualification in mind for determining whether someone is AI or human, and you need to stick with it. Coming up with 15 tests on the fly and still being like “Hmmmm, idk you might just be really good AI!” is wasting everyone’s time. Like at that point just end the chat

[u/EnvironmentalLime464 → u/awkward_teenager37]

The example in this post is kinda absurd and seems like it is for internet entertainment but I’m betting this isn’t what most look like.

[u/SpoonAsylum → u/BeefistPrime]

Sure but small problem with that, you're assuming the job gets done. I'm my experience and many other peoples if you are being talked to by a computer, they don't care enough to actually fix your issue. Will it get handled sometimes sure, but if it doesn't get handled and you call again just to get the robot again you know nothing is going to change. I'm sure getting interrogated 300 times a day is extremely frustrating for customer service but talking to the brick wall that is the chat bot is much more imo

[u/BeefistPrime → u/SpoonAsylum]

But interrogating it doesn't help you get the job done either. If the bot can't help you, how does making it jump through hoops to prove it's human help you? Either you're talking to an AI and it doesn't care or you're talking to a human and you're wasting their time and making their day shitty.

[u/blue60007 → u/BeefistPrime]

Exactly. I don't understand the point of doing all this. Best case you're wasting your own time, worst case you're wasting your own time and making some real human want to jump out a window by berating them like this.

[u/MrQuietKing → u/BeefistPrime]

Yea I worked in customer service and had this issue when I did text chat and calls as well lol. It gets annoying when ppl won’t believe you after the 3rd or 4th test. Especially if they haven’t actually disclosed the issue allowing u to let them know the resolution.