The issue I have with most chatbots, or voice assistants on helplines, is that they're designed to be a time waster before I receive actual help. Either A) I know what I want, and that I can't get it without human intervention, or B) I can't formulate my question, and chatbots do a terrible job to point the relevant doc to me.
They seem optimized for situation C) where I need something that is easily understood/available, but am actually lazy to look it up, which doesn't really happen.
And so, my typical chatbot interaction is me trying to speedrun through the bullshit in order to get to actual help.
There was one notable exception, where the chatbot was actually there to ask 2-3 questions/give informations to prepare for the following human interaction, and made it in such a way that user saw the goal. I wish all chatbots were like that.
They seem optimized for situation C) where I need something that is easily understood/available, but am actually lazy to look it up, which doesn't really happen.
And so, my typical chatbot interaction is me trying to speedrun through the bullshit in order to get to actual help.
There was one notable exception, where the chatbot was actually there to ask 2-3 questions/give informations to prepare for the following human interaction, and made it in such a way that user saw the goal. I wish all chatbots were like that.