The author argues that customers do not actually want chat bots for customer service, contrary to what companies claim. Chat bots can only handle simple, routine queries, but for complicated issues customers want to speak to a human representative. Companies are pushing chat bots to reduce costs and increase profits, without considering the negative impact on customer experience. The author only sees chat bots as useful for customers when used to cancel subscriptions that require contacting customer service, showing how frustrating the current system is. The author believes we should build technology that customers actually want and would appreciate, rather than focusing on bad experiences or defending against them.
If a chat bot can answer any question that is answered by its documentation – and can shunt me to a human (instead of hallucinating the answer) when the documentation does not have the answer – I say BRING ON THE CHATBOTS
It will not shunt you to a human. Its entire purpose is to replace human customer support representatives.