Comment by wildzzz

I don't immediately hate talking to an chatbot, my dislike comes from chatbots that sound like humans but can't actually do anything useful. Maybe it just searches the KB and returns an article or maybe it just collects information for the ticket and I still need to wait for a human to reply back. Like I know how to search the KB, I wouldn't be trying to talk to support if I didn't have a real issue. Or it takes forever giving my information to a seemingly real person only to be told to wait, just let me fill out a form and give me a queue ETA. And half the time the real agent can't see the AI messages so I'm stuck repeating myself. Or my question is a very simple one that an AI agent could have the capability of figuring out (is the system down? Unlock my account, etc) but it can't because it's incapable of doing anything other than maybe searching the KB.

It's like you hired the dumbest idiot to answer support phone calls who can't do anything other than cold transferring me to someone that can do stuff. It seriously makes me reconsider doing business with them. What critical expense did they neglect in order to have the funds for an AI idiot? It just feels like corner cutting or something to impress stakeholders that doesn't actually improve product quality or worker efficiency, it's just a vanity project.

If you're not willing to build an AI agent that can actually do real work while also being hardened against exploits (see Instagram), do not spend the money. You are either just going to waste money on the dumbest receptionist money can buy or you are giving away the keys to the kingdom to anyone with a clever prompt.