In customer service these days, I reckon people only contact if they have a complex problem that they can’t solve on their own. By which time they need a human. Great point.
Personally when I heard this I thought this is the death of chatbots. (YAY) They were always a deflection tactic to manage the end point of a human to human interaction. Bots just buffer the journey. Post pandemic we realise the human to human interface is far superior, richer and more effective. Trying to make machines effective is only true in a technical deterministic paradigm. Humans need to talk to other humans not bots. For firms wanting to differentiate - get rid of the bot and put a human in place. Richer better world. I have examples from my work...
In customer service these days, I reckon people only contact if they have a complex problem that they can’t solve on their own. By which time they need a human. Great point.
Personally when I heard this I thought this is the death of chatbots. (YAY) They were always a deflection tactic to manage the end point of a human to human interaction. Bots just buffer the journey. Post pandemic we realise the human to human interface is far superior, richer and more effective. Trying to make machines effective is only true in a technical deterministic paradigm. Humans need to talk to other humans not bots. For firms wanting to differentiate - get rid of the bot and put a human in place. Richer better world. I have examples from my work...