What's the one thing you dislike about chatbots?
Krupa Bhagat
41 replies
For me, it's the generic answers. If I'm using online chat on my University's Library page it gives me extremely generic answers which don't lead anywhere or help with the problem.
Replies
Amit yadav@amityadav
Open Bulk URL
They keep popping up even when I don't need help.
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keypup.io
I use an app to plan my wedding, and the bot keeps on sending me the same message every day, even if I disable it or answer that I don't need help, it comes back every time I log in. The bot automation spams the user experience and needs to be implemented carefully.
@cica_laure_mbappe How true...its a wedding, an experience. I wish there were more human interactions delivering these experiences. They might make it a bit more fun and help realize value, than these intrusive chatbots
@krupa_bhagat Yup, wish we had a way to connect customers directly to support representatives over 1-way video, where we can get a conversation closed in no time. @ Gumstack we are looking to solve for this issue, by allowing companies to bring up 1-click video, based on where they are in the customer journey and route these calls appropriately. Let us say, you have premium customers, above a particular revenue threshold. You would want to deliver hypercare to them. We can help bring up a 1-click video connect, solving issues easily, delivering much needed customer delight
@krupa_bhagat Chatbots are great to enable content discovery ... Chatbots initiated automatically, later manned by people behind help move the conversation forward. But chatbots fail when the product is a experience one and the chatbot becomes an additional layer of impersonal interaction .. some top of mind thoughts!
@krupa_bhagat @srama79 Tottally agree. At current technology stage, best chatbots are the ones that are monitored and that a human takes over when the chatbot does not understands
I thought I was crazy when I felt talking to people, and closing a conversation in 5 mins, is easier than the many queries that I need to answer before even a real person pops-up ... I wish websites understand human behavior better. If someone is staying on your website for a few minutes, is engaged, but is not converting, isnt it a state of intent, that needs to converted? .. I wish there was a popup at that point, giving me the option to audio/video chat with a real person who can help close it for me..
I absolutely hate it when you ask it something twice and it replies with the exact same thing. For example if you say "how do I do xyz" and it replies with "have you tried abc", then you reply with the same thing about how to do xyz. It should have some basic pattern recognition to just say that it doesn't know. Otherwise it kills the whole experience.
Leadcamp
It takes ages to get to what you need, I always look for a "hidden" option that says "talk to a real person"
Cumul.io
MyFocusSpace
Too much friction when communicating with them and looking for an answer.
When they are simple but still pretend to be a human. I'd rather just have it be obvious that it's a bot!
It has to be the loop they keep the user in, no matter what your actual query is. Since they are trained to observe keywords and come up with Knowledge base. But most times, a quick access to support team helps to save a lot of time
@akash_ambade1 I agree with you! A quick access to the support team is honestly the easiest way to solve a query.
Butler
They forget context of your conversation after, lets say 2 or 4 replies
You can't reference what you've already said – only type it once again
@artkhromov food delivery apps using chatbots is where I've faced this issue the most. You literally have to explain an issue multiple times. Even the customer support agent behind the bot keeps switching and you have to explain the issue to a new agent all over again.
Butler
@krupa_bhagat agree, and it's hard to tell whether they're humans themselves or another, fancier bots (support agents)
@artkhromov SO TRUE
Some can be really unhelpful and time wasting
How fake they sound
Truffle
Honestly, the generic nature of the chatbot is annoying. They should be more purpose-built, because I don't think the AI is really good enough yet for a generic solution that replaces a human.
CSML Playground
@sashimiblade I couldn't agree more, we often tend to forget that technology is meant to serve a purpose rather than itself
Beam.gg
When the option I need is "hidden" behind multiple replies. I like when I can simply type what I need and it gives me what I'm looking for.
I have had the experience of working as a conversation designer for chatbots. It's quite interesting.
Not all chatbots offer generic answers, some are customized to the audiences & make for interesting conversations.
The thing I dislike about chatbots is beginning from the starting point. Once you are into a conversation it should understand the context.
@social_genietalk
InAppStory
@krupa_bhagat sometimes you have to repeat your request again and again without any results at the end. But they are fast, and it's a big plus 😎
That they are not humans but pretending as they are & chatbots are stupid
the typical user experience of a chatbot is a popup, which is extremely annoying to say the list. More often than not I close the website with an intrusive chat bot functionality
@arko_ganguli1 Intrusive chatbots are the worst. They tend to be quite distracting if you are reading through some content.