Corgana@startrek.website to Technology@beehaw.orgEnglish · 9 months agoAir Canada Has to Honor a Refund Policy Its Chatbot Made Upwww.wired.comexternal-linkmessage-square37fedilinkarrow-up1179arrow-down10
arrow-up1179arrow-down1external-linkAir Canada Has to Honor a Refund Policy Its Chatbot Made Upwww.wired.comCorgana@startrek.website to Technology@beehaw.orgEnglish · 9 months agomessage-square37fedilink
minus-squareintensely_human@lemm.eelinkfedilinkarrow-up17·9 months agoExactly. The goal of a customer service is to resolve issues. If communication isn’t precise and accurate, then nothing can be resolved. Imagine this: “Okay Mr Jones. I’ve filed the escalation as we’ve discussed and the reference number is 130912831” “Okay, so are we done here?” “You may end this conversation if you would like. Please keep in mind that 20% of everything I say is false” “But we’re done right?” “Yes” “What was that confirmation number again?” “783992831” “That’s different than the one you gave me before before” “Oh sorry my mistake the confirmation number is actually 130912831-783992831. Don’t forget the dash! Is there anything else I can help you with?”
Exactly. The goal of a customer service is to resolve issues. If communication isn’t precise and accurate, then nothing can be resolved.
Imagine this:
“Okay Mr Jones. I’ve filed the escalation as we’ve discussed and the reference number is 130912831”
“Okay, so are we done here?”
“You may end this conversation if you would like. Please keep in mind that 20% of everything I say is false”
“But we’re done right?”
“Yes”
“What was that confirmation number again?”
“783992831”
“That’s different than the one you gave me before before”
“Oh sorry my mistake the confirmation number is actually 130912831-783992831. Don’t forget the dash! Is there anything else I can help you with?”