Chatted with a Digital Bot

[Jules]

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.

 

[Oldeagle66]

I usually don't have any problems, however a few days ago was terrible. I tried making a dentist appointment that uses AI and got absolutely no where. Plus they wouldn't return phone calls or emails.

 

[Jules]

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.

 

[VaughanJB]

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.

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.