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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: 0.001s | 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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1. throwawayben ◴[21 Aug 25 18:42 UTC] No.44976469[source]▶
I had a joint account with an ex who now lives abroad and I no longer have contact with.

I talked to the bank and there was no way to close the account without both of us present.

Recently they released a chat bot on their app and so I asked it to close the account and the bot did it for me! That's the best success I've had with a CS bot.

Possibly the policy changed in the mean-time or the lack of activity in the account for several years allowed it to happen (though the humans never told me after x years of inactivity I'd be able to close it)

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2. netcoyote ◴[21 Aug 25 19:06 UTC] No.44976774[source]▶
> Recently they released a chat bot on their app and so I asked it to close the account and the bot did it for me!

Have you filed a support ticket for that? It's clearly a bug. It should have forced you to call an agent so they could upsell you on a premium service. /s