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I disagree. Chat bots can be superintelligent about fact-based 'How do I do this?' type questions in a B2B context. It can "know" vastly more about complex platform-type products than any person can. In our case, we offer both chatbot for 'How do I do this?' type questions, and contact a human support agent for 'I have a discrete problem I need help with?'. Customers love it.



I don't usually contact customer service to ask them how to do something. I usually do so because I have some issue with whatever situation and need someone to resolve it.


This is true of technical customers, which only a small percentage of people are in a B2B or consumer context. Non technical customers behave very differently.


have you ever worked in customer service at scale?


I'd be pretty suspicious of the source of the information that customers love it. I suspect you are being told what you want to hear, not what's true.


Customers are emailing us saying that they like it as a compliment to support, you think it's impossible that people actually like it?




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