“What's the point of adding these AI chatbots if they're hopelessly uninformed about your products?”
This drives me nuts. But it is a continuum. From help-bots which are just natural language navigation to docs, to the best in class llm’s with access to both knowledge of the company and your data (my fav so far is Shopify). The most annoying are those who read the docs to you like lawyer-bots.
I’m guessing the speed at which companies go from the first type to the last type depend on many factors such as volume of support issues, the expertise of the users, and corporate culture of reliance on “accountability sinks” (someone to be mad at, but who has no authority to help or correct a problem—I’m thinking of the merchant platform Square and their dark pattern navigation that tricks you to suffer the instant fees of the fund-now link trying to find the transfer schedule).
Comments
This drives me nuts. But it is a continuum. From help-bots which are just natural language navigation to docs, to the best in class llm’s with access to both knowledge of the company and your data (my fav so far is Shopify). The most annoying are those who read the docs to you like lawyer-bots.
I’m guessing the speed at which companies go from the first type to the last type depend on many factors such as volume of support issues, the expertise of the users, and corporate culture of reliance on “accountability sinks” (someone to be mad at, but who has no authority to help or correct a problem—I’m thinking of the merchant platform Square and their dark pattern navigation that tricks you to suffer the instant fees of the fund-now link trying to find the transfer schedule).