Customer Service Chatbots

None of those chat agents connect to a real human until the AI has figured out that you have a need to talk to a human. You're not accomplishing much, if anything.

What are some reasons it shouldn't be a chatbot?

They're talking about improved chatbots aren't they. How long before the customer frustration sets in.

how is this different to all the other identical "we attached ChatGPT to a web app" competitors?how do you ensure that companies don't use this to make it impossible to actually contact a human? or do you feel that isn't in scope for a product that's encouraging companies to make it impossible to contact a human?

You really think talking to a human and a bot is the same?

I would if the AI chatbot could ever actually answer my question, but the conversation ALWAYS goes like this:Bot: Welcome! Please tell me what you'd like help with.Me: how do I X?Bot: Please choose an option: [list of irrelevant things].Me: None, I need to do X.Bot: Okay, please try [instructions copy-pasted from the docs].Me: I already read the documentation and it didn't answer my question, that's why I'm here.Bot: I'm sorry, I don't know how

More than existing chatbots? Curious what anecdotes you have, whether it be on the customer-side or the service-side.

Then you don't need a chat bot, you need an agent that can chat.

I see this opinion come up on HN frequently. You are not the intended target for a chatbot. You're right; for most tech-savvy users, the ideal interaction would be through a well designed UI. However, there's a significant portion of society that is not familiar with UIs and just wants to "speak to a person" and describe the issue they're trying to deal with. Chatbots are the closest thing we have to an automated version of that.

Seeing these chatbots I'm always wondering... Are customers rally using these? I'm wondering because it would never occur to me to chat to a chatbot.