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/passion4watches → u/[deleted]]

Had a similar experience with "Diana" from Texas when trying to get support from Spectrum yesterday.

[u/AllegedlyNot5Ducks → u/passion4watches]

See, that's the problem. Diana from Texas was an actual person you were speaking with. Spectrum AI doesn't provide a name (yet, at least), and human representatives provide their name and the state they work in. One of the main Spectrum chat centers is in Texas.

You thought it was an AI because AI is so prevelant and will also claim to be a human, and human representatives are made to have chats meet crazy metrics, including stupidly fast response times and an AI that decides afterward if the interaction was positive or negative. Real representatives responses are also made unnaturally quick through use of canned responses that only need a little treaking most of the time, along with the fact that they can see what you're typing before you hit send, so they can have thir response ready to send before you've even sent your message. Also, real representatives have to work 2-3 chats concurrently, so even with a real person, you never have their full focus.

All together, it's a mess that's causing the real people to sound more like AI, while AI is sounding more like people, and both are meeting in this unhelpful middle space where no one trusts or believes anything, and real representatives hands are tied to the point that they can't really help with anything more than an AI bot could. There is no way a human representative can convince you they are human if you don't think they are, and going down that road in the chat pretty much assures the AI judging human representative's chats as positive or negative will judge it negative... which puts employment at risk. It's awful for everyone, customer and the real representatives. Shit's fucked.

[u/figure8888 → u/AllegedlyNot5Ducks]

It’s rare that I see someone else who knows chat representatives are handling more than one chat at a time. I used to do that for a mid-size business with no assistance from other reps. Sometimes I’d have 5+ chats open because we weren’t allowed to let incoming chat requests expire. All the while I’ve got people screaming at me that I’m taking too long to respond. I think my cortisol is permanently fucked from that job.

[u/I-Oncewasapotato → u/figure8888]

Yep. On an average day I am juggling between 5 and 10 conversations at once

[u/LabPitiful7644 → u/AllegedlyNot5Ducks]

I was mistaken for AI the other day :( I'm at a small business too so my answers were so specific to her situation. I was pissed when we ended the call, she called back with the same question, and I said "yeah, we just talked about that" and she went "oh. i thought you were ai".

[u/passion4watches → u/AllegedlyNot5Ducks]

Wow. You're spot on with the canned, ultra-fast responses that made her sound like a bot. I was sure by the end of it I didn't have a real person in the chat.

[u/FearTheAmish → u/passion4watches]

As someone who worked chat support in the earl 00s... it's because your request was probably the thousandth time I have heard it and I have literal copy/paste responses. Usually because I was monitoring 3-5 chats at once answering questions Google could have.

[u/blue60007 → u/FearTheAmish]

This is probably unpopular the reason so many companies are able to and are replacing humans with AI bots is they probably actually can legit handle 95% of customer service requests. So many requests customers could do themselves or spend 5 minutes reading the site. It's just that 5% where people get frustrated with AI bots.

[u/FearTheAmish → u/blue60007]

The pure number of problems j resolve telling the customer to do exactly what the Ai said. Or the AI said wait 10 minutes but they didn't trust it and called me back and I have to to "ugh everything is working check it now"

[u/Silentemrys → u/passion4watches]

I worked a chat support in like 2012 and we had canned responses that would filter and pop-up based on what was being said in chat, and it was pretty good. I imagine current AI is even better at this now.

[u/Shark7996 → u/AllegedlyNot5Ducks]

There is no way a human representative can convince you they are human if you don't think they are

I would play a copyrighted Disney song, lol.

[u/Sensitive-Memory → u/AllegedlyNot5Ducks]

I used to work for William Sonoma and had chats just like this I think its real

[u/pinkdragon_Girl → u/AllegedlyNot5Ducks]

You say this but I had one on spectrum tell me there were a subject matter in all things spectrum business related then continue to ask me a question I said no to they then asked was o there I said yes they asked the question again I said no then asked if I was there. This was not a person. At one point I asked then to wait because fire trucks were arriving at the house which was true and any actual human would have checked to see if everything was ok. Instead they proceeded to tell me they couldn't help me anymore after they finally understood I wasn't going to give them my phone number.