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Should we exterminate all chatbots? Not yet.
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Maybe they got their hands on an early draft of the CGS study? They rely on texting and sharing information on social networks, but they will, similar to older generations, reach out via phone when their situation is too complex for other channels." Older consumers may be challenged by the latest tech, while younger consumers live on their phones. "It is human nature to go with what you are comfortable with. "It should be of no surprise that the over-65 group would prefer not using the technology, unlike the younger generation, who grew up with the technology," he notes. That skepticism tends to be generational, says Mills. "Is it in compliance with the Telecommunications Act of 1996 that requires telecommunications equipment be usable and accessible for all, including people with disabilities?"īased on my experience testing bots through live chat, I'd say the answer is usually "no." "Are chatbots accessible to people who couldn't hear and speak well enough to be understood?" he wonders. Reader Alfred Sonnenstrahl was troubled by that dismissive, wait-for-the-upgrade attitude. Some of the companies I mentioned in the column appeared to shrug off my concerns. I detailed my own experience using Skyscanner's chatbot, which often misunderstood my requests. Even more irritating - the company using the chatbot seemed to shrug the problem off. The AI didn't always get it, which was frustrating.
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Perhaps they had the same experience I did when I tried to engage the program in a simple conversation. After I reported on the rise of travel chatbots in my weekly Washington Post column, I heard from many readers who said the thought of talking to a bot was a turn-off. Shutterstock But are chatbots killing customer service?īut are chatbots driving customers away? Maybe.