So I had an issue with adding additional licenses for Filmora for our offsite students. I needed a purchase order to have my college process this. There was no sign on their site or my account page of how to request this, the only thing was a chatbot and a telephone number. Tried the chatbot, gave up, response was not forthcoming. Rang the phone number. Met another chatbot, after some initial mapping out of the issue, it was giving me some irrelevant tips.
So, me “ I need to speak to a customer service representative”
chatbot “Our support services are fully implemented by AI, please restate your request”
My heart sank. So I figured okay I’ll talk like it’s a human and I rambled on about my account and what needed to be done and that I wanted a purchase order. I had anticipated a long pause and a ‘please hold while we connect your call…’
But no, it came back with a summary of my request and directed me to the right link on the site which was hidden away and said fill in your request and our team will get back to you. So I checked it out and hey, the chatbot was right. I guess not so surprising given developments evident elsewhere, but I think we will be seeing a lot more of this.
If you use the Contact the Team/Chat with Support menu items in Arc/Dia, you end up talking to a very good LLM. It’s a better experience than I’ve had with nearly any human chat, and several times, when I thought I had a bug to report, it actually suggested something that solved the issue. If you just want to press through and report a bug, it asks for your name and email address, and at the end of the conversation, it emails you the transcript.
Due to the general opacity of The Browser Company, I don’t know if my comments or reports have ever been read by a person, but working with the chatbot was a shockingly positive experience.
With software DJ Studio has incredible “ai” powered help. It’s akin to searching a help file but with more personal sounding results.
And at work we have one as a bot in Slack which enables a handful of staff to service the problems of hundreds of employees. The ai solves most problems, triages to humans, who then augment its knowledge with the missing info and it grows ever more powerful. Will their job ever be replaced? Doubtful. They are needed to feed and nurture the machine.
But when I’m talking to my travel app, estate agent, bank, telco, I just type “let me talk to a human” and it usually goes through.