Designing a chatbot
Jordan Harper
513

Interesting post. I’ve actually spent time observing help desk personnel at contract call center sites in El Salvador and The Philippines. I’ve listened to a large number of calls, while observing the CSR, and on these two points:

  • Connected HUMANS can search and analyze large datasets instantly to provide relevant information drawn from a multitude of sources (I am working on something for this now)
  • Computers don’t get bored, angry or disdainful (yet) … yeah, but customers do and very quickly, as soon as they detect a bot and/or automated voice response system.

AI has a long way to go to provide the key element in a support call: empathy.

One clap, two clap, three clap, forty?

By clapping more or less, you can signal to us which stories really stand out.