←back to thread

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

(arstechnica.com)
308 points ndsipa_pomu | 2 comments | 21 Aug 25 15:58 UTC | HN request time: 0s | source
Show context
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.

replies(30): >>44974777 #>>44975081 #>>44975160 #>>44975447 #>>44975773 #>>44975774 #>>44975783 #>>44975938 #>>44976007 #>>44976029 #>>44976089 #>>44976153 #>>44976183 #>>44976414 #>>44976415 #>>44976442 #>>44976447 #>>44976466 #>>44976469 #>>44976596 #>>44976613 #>>44976642 #>>44976791 #>>44977048 #>>44977695 #>>44977726 #>>44978607 #>>44979880 #>>44981825 #>>44988516 #
marssaxman ◴[21 Aug 25 17:57 UTC] No.44975938[source]▶
The few times I've let a company sucker me into engaging with a chatbot, it was nothing but a worse interface to searching their support website. It was capable of nothing but directing me to pages which could not help me, because what I needed was not more information about the problem I already knew I had, but someone to fix the damn problem.
replies(3): >>44976451 #>>44976544 #>>44976925 #
1. libraryatnight ◴[21 Aug 25 18:41 UTC] No.44976451[source]▶
Sometimes there will be a loop that's tough to break out of where the "Contact us" tells you to talk to a chat bot before putting in a ticket or showing you a phone number, and the bot won't be able to help but will spit you out to the page that tells you to talk to the chat bot rather than give you info for actual support until you find the special event chain that leads it to let you talk to people, or attempt to.
replies(1): >>44980856 #
2. nunez ◴[22 Aug 25 03:49 UTC] No.44980856[source]▶
Basically Uber support these days. Except theirs uses an LLM which gives you an even more useless layer of pretending to help.