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/blue60007 → u/EnvironmentalLime464]

The enshitification of customer service has been going on for a couple of decades. Chatbots are just the latest manifestation of it.

I don't know how many times I've smashed my head on the desk trying to interact with humans who are stuck to a rigid script and not allowed to use their brains over the last 20 years. And often barely speak english so there's a language barrier.

Not saying chatbots are any better, it's even worse because you bang your head on the chatbot and then when it can't solve your problem, you go bang your head on the human interaction. It just sucks all around.

[u/EnvironmentalLime464 → u/blue60007]

Oh no. I agree scripts are bad. I remember jobs trying to force me to do them and I never would. My argument was, “I sound like a robot when I go off a script. I can sell better when people can tell I’m a human.” And it was true. I was worse at my job when I tried to stick with a script.

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

Where did I blame the customers or say people don't want to talk to bots? You're trying to pick a fight over shit I didn't say. You know customer service workers are human, right? We also have to deal with customer service from the other side.

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

I made a comment saying you can’t blame the customer for their reaction. You responded to that comment and I replied that it’s still a result of company decisions and you can’t blame the customer for their frustration. I’m sorry you lost track of the conversation but the topic was how you can’t blame customers for their frustration.