At work, I hated an hr bot for years. But in the last year it became good and useful and I now like it.
If a bot gives me what I need I'll like it. If it only provides value for YOU though and makes MY life more difficult then I will not enjoy it very much.
Big problem with most bots is they don't have authority and they refuse to turn you over to someone who does. If I'm engaging with your customer service, it means I have an issue I need resolved. The worst bits are the equivalent of incessantly yet cheerfully asking me to restart my computer in an endless loop with no path out.
At work, I hated an hr bot for years. But in the last year it became good and useful and I now like it.
If a bot gives me what I need I'll like it. If it only provides value for YOU though and makes MY life more difficult then I will not enjoy it very much.
Big problem with most bots is they don't have authority and they refuse to turn you over to someone who does. If I'm engaging with your customer service, it means I have an issue I need resolved. The worst bits are the equivalent of incessantly yet cheerfully asking me to restart my computer in an endless loop with no path out.