now, see, here is the problem with jargon coopting actual commonly-used words. Agent, as in, a human being with a passing knowledge of the domain in question or a chat bot operated by a domestic interest?
Reading the article would have shown which one it is, “The agency is floating a set of rules that require companies to offer U.S.-based representatives”, where “representatives” refers to people.
I like this, but a bigger problem exists that needs to be solved. I suggest: any business that accepts money for services MUST have a way to reach a human & any email from them that is not purely informational may not be sent from a no-reply address. I am so tired of “$thing is wrong with your account. Please do not reply. Email is unmonitored. Don’t calls us — we dont have a phone number. Live chat is “ai only” and can do nothing to help you. In conclusion, fuck you. However, $thing is still wrong and if you don’t fix it somehow, $consequences will happen. GL&HF”
Nothing wrong with automated processes, I get that customer support costs money, but final appeals MUST exist and MUST go to a real human who has real ability to overrule the machines and speaks English.
Happened just today:
1. Found a bug in a web app
2. Reported bug to their listed support email
3. Got an auto-reply saying the inbox was unmonitored and I should read support articles instead
4. Couldn't find any relevant support articles
5. Tried a "contact us" button at the bottom of a page
6. Opened an image file saying live chat was available
7. Turned off adblock and found the live chat bubble
8. Opened to a chatbot where I described the bug
9. Chatbot said that's not expected and I should fill out their feedback form
10. Link opened to a generic Typeform with a text box asking "how they could improve"
I agree. The way I see it is the provider still needs to feel the pain of the problems they cause. otherwise they have no incentive to fix them or add monitoring of some sort to address issues asynchronously.
now, see, here is the problem with jargon coopting actual commonly-used words. Agent, as in, a human being with a passing knowledge of the domain in question or a chat bot operated by a domestic interest?
Reading the article would have shown which one it is, “The agency is floating a set of rules that require companies to offer U.S.-based representatives”, where “representatives” refers to people.
I like this, but a bigger problem exists that needs to be solved. I suggest: any business that accepts money for services MUST have a way to reach a human & any email from them that is not purely informational may not be sent from a no-reply address. I am so tired of “$thing is wrong with your account. Please do not reply. Email is unmonitored. Don’t calls us — we dont have a phone number. Live chat is “ai only” and can do nothing to help you. In conclusion, fuck you. However, $thing is still wrong and if you don’t fix it somehow, $consequences will happen. GL&HF”
Nothing wrong with automated processes, I get that customer support costs money, but final appeals MUST exist and MUST go to a real human who has real ability to overrule the machines and speaks English.
Happened just today: 1. Found a bug in a web app 2. Reported bug to their listed support email 3. Got an auto-reply saying the inbox was unmonitored and I should read support articles instead 4. Couldn't find any relevant support articles 5. Tried a "contact us" button at the bottom of a page 6. Opened an image file saying live chat was available 7. Turned off adblock and found the live chat bubble 8. Opened to a chatbot where I described the bug 9. Chatbot said that's not expected and I should fill out their feedback form 10. Link opened to a generic Typeform with a text box asking "how they could improve"
Maddening
I agree. The way I see it is the provider still needs to feel the pain of the problems they cause. otherwise they have no incentive to fix them or add monitoring of some sort to address issues asynchronously.