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Bank forced to rehire workers after lying about chatbot productivity, union says

(arstechnica.com)
308 points ndsipa_pomu | 3 comments | 21 Aug 25 15:58 UTC | HN request time: 0s | source
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taylodl ◴[21 Aug 25 16:29 UTC] No.44974720[source]▶
How many times has a chatbot successfully taken care of a customer support problem you had? I have had success, but the success rate is less than 5%. Maybe even way less than 5%.

Companies need to stop looking at customer support as an expense, but rather as an opportunity to build trust and strengthen your business relationship. They warn against assessing someone when everything is going well for them - the true measure of the person is what they do when things are not going well. It's the same for companies. When your customers are experiencing problems, that's the time to shine! It's not a problem, it's an opportunity.

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no_wizard ◴[21 Aug 25 16:34 UTC] No.44974777[source]▶
The only time a chatbot worked for me is Amazon's, of all things. It auto approved my return after I answered a few questions.

I haven't had any chatbot outside that be useful to me. I always end up getting to the end of all the prompts only to be told I need to speak to a human or the chatbot going in a circle, in which I have to reach out to a different layer of support.

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1. kjkjadksj ◴[21 Aug 25 17:40 UTC] No.44975738[source]▶
Sounds like a downgrade to me considering the previous return flow was to just press the return link and answer one multiple choice question.
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2. rocmcd ◴[21 Aug 25 17:56 UTC] No.44975932[source]▶
That's still how it is, at least for me in the US. I've never had to interact with a chat bot for anything, but maybe it depends on what you're returning.
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3. yojo ◴[21 Aug 25 19:06 UTC] No.44976776[source]▶
I’ve run into this with “personal care items” that are non-returnable. E.g. I received a “two pack” of eye drops that had obviously popped open in the warehouse and contained only one bottle.

I couldn’t do the regular return flow because hygiene, but the chat bot immediately issued a refund.