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I'm talking to one right now. Got a feeling I'm talking to a machine. Is this possible?
I wholeheartedly agree with you, and I'm glad that we could come to this decision. Is there anything else I can help you with today?
So much better than ringing up some prick (except the Apple one, overfamiliar bellends manning theirs)
yes sometimes ERROR thank you
"have I got time to go for a quick wee while you do what ever you're doing?"
'Sorry, one second I've got to wipe.'
say that and then take a screen shot of their reply
PLEEEEAAASSEEE GO ON
I called my bank through the mobile phone app and POW no need to answer any security questions.
What does everyone think of that?
I wonder if they're chatting to more than one person or just slow.
they're blates chatting to about 30 folk
But we use it in our call centre and we don't have the tech needed to deal with multiple accounts on one screen. Surely it massively increases the chance of accidentally putting something on the wrong account.
1:1 over the phone and 5:1 for answering emails.
how does that work?
For a large company emails are triaged automatically and put into a queue just like phone calls are. When an agent logs in for the first time, they'll get up to 5 (configurable number) emails onto their desktop to handle, each with a different SLA attached for them. When they've dealt with one they get sent another from the queue to replace it.
where i work we give out (manually) about 10 emails at a time. you might get fed up of doing one and leave it for a while, or find you can't deal with it just now for some reason, so you might have 2 or 3 that you've started, but you're still only doing one at a time.
You can open as many or as few as you want at the same time (just like in Outlook). You can start replying to one, stop because you need more information and go to another one or you can work on each one in order - up to you. Once you reply to one though, it vanishes from your view and you'll get another one replacing it to work on.
It's really no different to having multiple chat windows open at the same time.
I spent ages trying to trick it so it would be obvious it was just an algorithm or something but its answers were always just on the borderline. Its like it was a real person pretending to be a computer
i remember one (virgin media i think) where they were never quite answering the question i was asking and i was getting increasingly infuriated saying stuff like "do you understand what i just said or not? yes or no? i dont understand your answers" & they'd come back with "Im sorry you aren't happy with the service Smee, is there anything else I can help with?"
yet i can just go on omegle.com and talk to a stranger in the same way and feel zero nervousness and call them a fucking egg or something stupid and not feel embarrassed
and it was EXACTLY like that:
CBT person: Hello Joe, how are you today?
Me: I'm fine thanks, how are you?
[5 minutes pass]
CBT person: I am fine.
It's such a cold way to delivery what's supposed to be talk therapy. Also, in our first session I told her I sometimes I have trouble making eye contact and she was like YOU MUST HAVE ASPERGERS GET TESTED ASAP. Oh god, it's actually the worst.
I don't think I had it when i was young but may have it now
we'd be talking/typing about stuff and then she'd just say "okay that's it for today good bye" and disappear.
that's bloody bloody awful.
i had some pretty shit CBT on the NHS once but this is a total scandal
how'd you come to be doing that?
I'm starting to thin CBT is bullshit anyway, but this was just...well, unbelievable. I had to finish it because I was that distressed.
not with a person just a program you went through once a week. It was terrible, didn't help with any kind of slightly abstract issues you might be dealing with and just seemed to be for dismal people trying to deal with their dismal personalities (or maybe that was just the case studies they showed) but it was awful. Things like you need to clean your flat: Make a list of what you need to do. 1. Go to shops and buy cleaning products. 2. Clean.
I know how to shop! I'm here to deal with a pervading sense of sadness, anxiety and crushing emptiness ffs.
although it's more likely that the slightly robotic tone is because
a) they're probably in an offshore call centre
b) they're mostly responding with canned replies from scripts.
Assuming there is a real person behind them. I get the feeling they are replying to several people at a time so have no personality...that or they are incredibly stupid.
Still, better than waiting in a queue for 20 minutes to go through the same thing with someone on the phone.
on the phone and you're entering numbers and card details, whenever you did anything right "THAT'S GREAT" exactly the same every time. got really unnerving
it feels like this. I never feel good about it though.
but maybe its also something to do with legality. like they're obliged to mainly cut and paste set responses to questions because its technically in writing and more of a legal trail. i know that i always try to talk to people who are unhappy in person rather than having to write them an email which i dont want quoted back at me at a later date.
as most call centres have call recording for phone calls which could be used as evidence if needed. It's more to do with the fact that the people who define Customer Service processes seem to love scripting everything to the nth degree to try and find the right balance between 'providing a great customer experience' and reducing cost. If they can cut & paste a canned response, that saves a minute of typing it out to you. In an environment where they're trying to reduce handle times by one or two seconds, that's a huge saving and most companies will decide it's worth the customer feeling like the experience is a bit odd.
the less likely it is that the agent will try to type something themselves and write a load of spelling mistake-filled bollocks, or get the answer wrong. it means they don't have to restrict the role to people with half-decent written english and can get any idiot to do it
Always just call instead.