Will AI Agents Remove Friction in Customer Support?
In the article “Why I Need My Own Chatbot to Deal With Customer-Service Chatbots”, Alexandra Samuel discusses the need for a personal chatbot to handle interactions with often-annoying customer-service chatbots.
There’re several useful functionalities for the consumer-side chatbot, including memorizing preferences, pre-empting support calls, trawling for similar complaints, waiting in line, placating support agents, pestering persistently, and taking surveys. The goal is to save time, reduce frustration, and improve the overall customer-service experience.
Source: www.wsj.com/tech/ai/customer-service-chatbot-dae1825b
Test
Q1:- Question: What is one of the main reasons the author wants a personal chatbot?
- A) To avoid using the internet
- B) To save time and reduce frustration
- C) To learn new skills
- D) To avoid talking to people
Correct Answer:
- B) To save time and reduce frustration
- Explanation: The author emphasizes the need for a personal chatbot to handle repetitive and annoying tasks, thereby saving time and reducing frustration.
Q2:: Which feature of the consumer chatbot involves searching online forums for similar issues and solutions?
- A) Memorize my identity and preferences
- B) Pre-empt the support call
- C) Trawl for similar complaints
- D) Wait in line
Correct Answer: C) Trawl for similar complaints. The author describes how the chatbot could search online forums like Reddit to find similar complaints and provide negotiation tips.
Q3:: How does the author suggest the chatbot should handle waiting in line for customer support?
- A) By disconnecting the call
- B) By waiting patiently without getting impatient
- C) By transferring the call to another agent
- D) By sending an email instead
Correct Answer: B) By waiting patiently without getting impatient.
The author wants the chatbot to wait in line for customer support, saving the user from wasting time and getting frustrated.