Uber’s AI-driven customer support spirals into insanity

Kai Stinchcombe
Jul 10, 2017 · 5 min read

Today’s venture capitalists can’t get through a day without getting pitched on how AI and chatbots are revolutionizing customer experience. See below for the the brave new world we can come to expect from our banks, our phone carriers, our healthcare providers, and eventually, God forbid, the government. [[Coda: I ended up getting a LOVELY note from a real human — a note that was everything I’d hoped for.]]

Me, via the “report an issue” button: My driver made an unplanned stop. Had to drop something off for a previous passenger.

Uber: Thanks for getting in touch, Kai. We’re sorry to hear about your trip experience. Please share any additional details. Feel free to add any questions or concerns you may have. We’ll reach out to let you know how we can help.

Me: Hi! I was imagining I would be offered a refund for the trip. I chose uberx instead of uberpool because I didn’t have time to go out of the way and make additional stops. The trip was estimated at about eighteen minutes and took about thirty in total, and I was late to my meeting as a result of the meandering route taken.

Uber: Thanks for letting us know, Kai. I am so sorry to hear that you got late for your meeting. We’ve reviewed this trip and adjusted your fare to $13.78. The difference in fare will be returned to your account in the next 1–3 business days. You’ll also receive an updated receipt by email. We’re sorry to hear this trip’s distance and time were longer than you expected.

Me: What? The uberpool would have been $4 and I paid $14 for uberX instead because I didn’t have time for extra stops!

Uber: When you select your vehicle option, the price displayed in the app at the beginning of the trip is the fare you’ll be charged for the ride. These fares are calculated dynamically, based on your pickup and drop off locations. Please note that your upfront fare price will include any higher rates that come into effect when demand is high. I can confirm that you were correctly charged the amount shown when the ride was requested, so you should be all set.

Me: Hi! My point is I didn’t get the service I expected. I paid $14 instead of $4 in order to get a ride with no stops. At most I should be charged the price it would have been for uberpool since the driver was making detours and stops on the way.

Uber: Hi Kai, We’re sorry to hear about the unexpected extra time on this trip. We know that when you request a ride with Uber, you trust that your driver will get you to your destination safely and comfortably. We have reviewed this trip. The fare you were charged is within our estimate for a trip from your pickup location to destination. As a result, the fare was not adjusted. That being said, we appreciate you taking the time to let us know there was an issue with this drop-off on this trip. Feedback like this help us improve the Uber trip experience.

Me: Hi! Would you agree that the primary difference between UberX and UberPool is that in UberPool there are extra stops along the way, while in an UberX the driver proceeds directly to your destination without detours or extra stops?

Uber: Thanks for getting in touch, Kai. We’re sorry to hear about your trip experience. Please share any additional details. Feel free to add any questions or concerns you may have. We’ll reach out to let you know how we can help.

Me: Hi! This is making me a tiny bit crazy. I already got previously in the thread the prewritten response you just sent. What I asked was a yes/no question. “Would you agree that the primary difference between UberX and UberPool is that in UberPool there are extra stops along the way, while in an UberX the driver proceeds directly to your destination without detours or extra stops?” Please answer with yes or no whether that would be the normal expectation.

Uber: We have reviewed this trip. The fare you were charged is within our estimate for a trip from your pickup location to destination. As a result, the fare was not adjusted. That being said, we appreciate you taking the time to let us know there was an issue with this drop-off on this trip. Feedback like this help us improve the Uber trip experience.

Me: Hi thanks, you’ve already sent me that one too. Would you agree that the primary difference between UberX and UberPool is that in UberPool there are extra stops along the way, while in an UberX the driver proceeds directly to your destination without detours or extra stops?

Uber: Thanks for getting in touch, Kai. We’re sorry to hear about the unexpected extra time on this trip. When you select uberX as your vehicle option, the price displayed in the app at the beginning of the trip is the fare you’ll be charged for the ride. We cannot take responsibility for external circumstances that may cause a ride to take longer than expected. Heavy traffic, road construction, and other factors that add unanticipated time to a trip are beyond our control. We appreciate your understanding. Please let us know if you have any questions.

Me: Hi there! Are you allowed to you send a response that isn’t pre written? I literally can’t believe I haven’t gotten a yes or no answer to a yes or no question despite asking it three times. PLEASE let me know, would you agree that the primary difference between UberX and UberPool is that in UberPool there are extra stops along the way, while in an UberX the driver proceeds directly to your destination without detours or extra stops? Also — is a driver making an extra stop an external circumstance or an internal circumstance? Three yes/no questions here.

[three days pass]

Me: Hi hi! Have you given up on me?

People say the challenge with automation relative to the human brain is its inability to handle unexpected situations. Handing unexpected situations is at least a large part of why customer support exists in the world, and studies show that when it comes to inquiries, all the meat is in the long tail. VCs, stay thy vengeful hand. And here’s to our species! – each of us individually the beautiful possessors of the most advanced neural nets known to mankind.

Kai Stinchcombe
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