BOTS, I dont feel good interacting with them !
When would you call a company, in all probable situations, it is when all other online mediums are not working for you to communicate with a company. Thence you will ring the helpline number to reach out and will meet a BOT.
BOTS an unmaned computer device instructured to operate with a set of predefined commands/actions.
As we all know that the machines have just started learning and following instructions, but has not begin to think. BOTS are made look smart by adding different scenarios and actions corresponding to each scenarios.
There is a drift towards IT modernisation in which technology leaders are launching BOTS where appropirate. Its assumed to be beneficial because its cost agnostic and mitigate human errors and no fatigue. so its just cost benefit.
The newness of the technology quickly fades away because it in many occasion frustrates consumers. In an converastion, I believe it is because the call center executives would have some sense of common sense to respond (in unique situation) a bit differently beyond their standard operating procedure (SOP) and at times will have the human touch.
In adverse circumstances like COVID, natural calamities, these BOTS continue to operate with predefined step/actions/reply, to add anxiousness to people who are already in a sad plight. Imagine, when the world is going through such a scenario, a badly architected and configured BOTS (a diligent cost agnostic slave) continues to run the SOP in loops, unsolicited (sales calls). Adding more grieve to the consumers. Being a machine it would never (at least till the near future) understand the sensitivity and decide to shut up.
Actually, this is what is happening these days, phones are continually made to ring to sell something or the other, invitation to attend conferences or panel discussion for all the subjects you can think of, etc for nothing.
A friend narrated this, when he wanted to order for food delivery from a top-tier hotel’s restaurant, it went in the loop of options that my friend didn’t want. he left the conversation w/ the Hotel’s BOT when the BOT responded “please help me by selecting a reward program ” to the feedback by my friend “this interaction was not helpful at all” … see below
It is worthless to communicate your feedback because it is a BOT. It just leaves customers very unhappy.
Why would you like to have a relationship with such companies that implement technology without thinking through.
I would not!!!
