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I think that in our field they are necessary, many clients come to us with small problems that they have the ability to fix with a little guidance, and if the bot is well programmed, it can optimize times.
I feel that they are only necessary to reduce the number of agents, but they are not the definitive solution to customer service, there is still a long way to go before a bot can understand a person.
Of course, I prefer the person, but as a customer service agent, and as a client, I prefer human treatment to a machine that does not understand or sense what you need.
Machines also can't tell how urgent something is or isn't based on your voice, whereas people know how to prioritize based on what's the most important thing to that particular customer right then
When the day when AI and bots can be configurable, I think that day we will disappear as public service agents, it is the future, yes, but for the moment I am sure that people prefer personalized attention.
Personally, I prefer human attention, more than anything when I call the bank, it seems to me that the bots are just a waste of time.
I prefer bots that provide a list of possible issues, as it is more efficient and helps me troubleshoot the issue myself. Having an actual person to help with customer support would be more beneficial if I knew exactly what the issue was.
I much prefer actual people as my customer support. With bots, oftentimes you just get a list of possible issues that you may have and it can be difficult to know exactly where your problem is. With an actual person, you can directly say what the issue is and they can help you resolve it much more quickly.
I honestly don't have a preference. I think it depends on my needs at the moment and how good the customer service is. I've had good and bad experiences with both, really.
I absolutely hate bots. They're so annoying because they seldom offer real solutions, just "I'm sorry to hear you're having trouble, what seems to be the problem?" Well if I knew the problem then I would fix it myself <rolling eyes>
Bots are a horrible invention, they are the scourge of my day-to-day tasks. You can't even visit a website without a "can I help you?" popup window, and it's the worst when they won't let you close it
Neither one, actually... I'd much rather find a list of FAQs that I can click through. It makes me upset when a computer tells me "just one moment, I will look into it" when I know for a fact that it could just give me the answer without making me wait for it to "think"