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

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.

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.

xfinity is absolutely lousy for this. at least with a human representative, i can let them know right out of the gate that, yes, i've power cycled my CPE, and yes, i've bypassed my own network to confirm the problem is not with my equipment. every single time i've had to go through this dance, they acknowledge that the problem is on their end and can fix it right away or put in a work order. every time i've had to interact with a chatbot, it wastes 15 minutes of my time before directing me to call (and deal with an audio chatbot until i convince it to let me talk to a person).

Why should Xfinity make any changes if you still send them money every month?

i'll try to assume this isn't a snarky response! but it kinda sounds like it.

unfortunately, there are no "good" ISPs in my area. xfinity and the other big ones killed most of the competition via undercutting, lobbying and the legal system (ie, tying up municipal fiber/wifi initiatives in bureaucratic hell).

since i no longer work from home, it's mostly just a convenience to have internet service for personal use. i actually use it very little, and pay for the cheapest option available, so it's not much money.

No snark, I just don’t see why Xfinity would have any motivation to change their process if it doesn’t have an impact on the bottom line.