Chat Bot Customer service

[grumpy52]

Has anyone ever solved a problem via a chat bot customers service ?
I never have ,and this week have tried to sort a failed delivery via Amazon Prime ,passed from pillar to post ,into a suppliers message system that sends link that doesn't work and didn't work when sent again the following day . Then sent a photo of a parcel left a a door number 69 ,I live at 77 ,no GPS location so could be anywhere. Lost all contact . Today after a 30 minute wait to speak to a human via a London phone number that is clearly a very noisy call centre in India .They try to pass me to the 3rd party supplier, then the delivery courier, I put my foot down and reminded them that my contract was with Amazon Prime and a refund was issued within 60 seconds ,but will take 5-7 business days to show in my account .

[Spare tyre]

Diabolical usually

I now try to avoid companies that use it

[HorneyMX5]

Good luck with that. With AI now most customer service will be fully automated on channels in the next few years.

[119]

I normally keep typing “chat to agent” and that usually works for most of them to get though to a human.

[davek_964]

grumpy52 said:

Then sent a photo of a parcel left a a door number 69 ,I live at 77 ,no GPS location so could be anywhere.

Ok, but I assume you did walk a few doors down in your road to confirm it wasn't that front door?

[Prohibiting]

DPD was a nightmare. Can’t remember if it was the robot phone or chatbot, but when I mentioned I have vulnerability and accessibility needs (I don’t) I soon got through to a human (who wasn’t much help anyway)

[vikingaero]

Being a good citizen, I tried to report to Virgin Media that one of their dhead engineers had left their broadband cabinet unlocked and that the door was banging around in the wind and the electronics were being swamped by rain.

I wish I never bothered as Chat couldn't fathom that I wasn't a customer of theirs.

After 35 minutes I typed: "Broadband cabinet in XYZ Road Postcode left open, contents being damaged by rain, I'm not your customer, just trying to do the right thing. fk you if you don't understand and can't be arsed"

I got a reply! "Thank you blah blah, we'll get someone out to fix it in 28 days...." Don'tcha love slum capitalism?!

[grumpy52]

davek_964 said:

grumpy52 said:

Then sent a photo of a parcel left a a door number 69 ,I live at 77 ,no GPS location so could be anywhere.

Ok, but I assume you did walk a few doors down in your road to confirm it wasn't that front door?

I have mobility issues, the lady at 69 in my street said nothing was left at hers and she was in on the day in question when I saw her the following day. It was some special order car paint .

[Last Visit]

My first reply is always 'live agent' which normally bypasses all the chat bot unhelpful nonsense and gets you in a queue or possibly straight through to an actual person.

[grumpy52]

Prohibiting said:

DPD was a nightmare. Can t remember if it was the robot phone or chatbot, but when I mentioned I have vulnerability and accessibility needs (I don t) I soon got through to a human (who wasn t much help anyway)

This involved the infamous Evri . We have two different delivery systems from them locally. The regular guy who we have had for years ,reliable ,chatty and uses a people carrier. The other system is by white vans driven by Eastern Europeans ,this is where the problem usually is . They have left stuff on my doorstep no notification or ring the doorbell and often not even the correct street let alone number .. Many have limited spoken English and certainly very limited in the written word ,

[Spare tyre]

vikingaero said:

Being a good citizen, I tried to report to Virgin Media that one of their dhead engineers had left their broadband cabinet unlocked and that the door was banging around in the wind and the electronics were being swamped by rain.

I wish I never bothered as Chat couldn't fathom that I wasn't a customer of theirs.

After 35 minutes I typed: "Broadband cabinet in XYZ Road Postcode left open, contents being damaged by rain, I'm not your customer, just trying to do the right thing. fk you if you don't understand and can't be arsed"

I got a reply! "Thank you blah blah, we'll get someone out to fix it in 28 days...." Don'tcha love slum capitalism?!

They all appear to be open around here, I’ve seen the engineers forcing them open, maybe sticking it back with some tape which lasts a couple of days

The doors then disappear and eventually the weather / kids get in

I work from home really need it to be reliable

Old boy next door had some giant metal jubilee type bands, we spent a while going around and sorting them

9/10 have survived 5 or 6 years

I’m guessing the locks are buggered / keys lost and there is zero budget to resolve it. Bonkers really

I did spend an age trying to get it resolved but the folk on the phones didn’t have a process