Chatted with a Digital Bot

Jules

Jules

SF VIP
The phone call today to a service company was answered by a Digital Bot, which she/it told us immediately. She answered our very specific questions. Gave us quotes. Offered a variety of times. Extremely polite. Confirmed our address, etc. We’re repeat customers.

The only thing slightly off was the cadence.

One flaw. She was going to send an email confirming our appointment.
 
Talked about the bot with the service man when he was finished. He’s absolutely amazed by it. They started using it about a year ago and it got off to a rocky start. It learned by listening to actual conversations. Now it’s only used as a backup when the actual office staff are busy or at night. That’s good news.
 
Jules said:
Talked about the bot with the service man when he was finished. He’s absolutely amazed by it. They started using it about a year ago and it got off to a rocky start. It learned by listening to actual conversations. Now it’s only used as a backup when the actual office staff are busy or at night. That’s good news.
Click to expand...

Well, that's not quite how it goes. Firstly, you introduce your digital solution. As you state, at first it needs training as it accumulates knowledge. So it "listens" to the calls being received by people in the call center. Once confidence in the digital solution is established - you lay off the humans.
 
Jules said:
The phone call today to a service company was answered by a Digital Bot, which she/it told us immediately. She answered our very specific questions. Gave us quotes. Offered a variety of times. Extremely polite. Confirmed our address, etc. We’re repeat customers.

The only thing slightly off was the cadence.

One flaw. She was going to send an email confirming our appointment.
Click to expand...
Why is it a flaw sending an email to confirm the apt?
 
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