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

(arstechnica.com)
308 points ndsipa_pomu | 5 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. wvenable ◴[21 Aug 25 18:52 UTC] No.44976596[source]▶
My last experience with a chatbot wasn't terrible. It asked me all the relevant information about the problem, even follow up questions, and all required reference numbers, and then passed me off to a human support person.

A human would have done the same thing but it would be a waste of time for them.

It was actually nice that I wasn't stuck in chatbot hell, I didn't have to ask for human, it just did it at the right moment.

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2. Lionga ◴[21 Aug 25 19:02 UTC] No.44976718[source]▶
You what is even less of a waste of time for everyone? A simple form for that data.

Just good the company knows a chatbot can not actually handle anything beyond taking some data.

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3. franktankbank ◴[21 Aug 25 19:15 UTC] No.44976873[source]▶
Did that person make you repeat all the same information? If not I think we are heading for a golden era.
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4. wvenable ◴[21 Aug 25 21:54 UTC] No.44978550[source]▶
Nope.
5. wvenable ◴[21 Aug 25 21:57 UTC] No.44978580[source]▶
I don't think that was in any way slower. You assume a simple form is enough to cover all possible situations in a non-frustrating way.