Making an ASOS of your customer service
A recent complaint on the ASOS Facebook page has reminded Dr Mumbo we’re still a very, very, very long way from any meaningful kind of artificial intelligence when it comes to customer service.
It all started with a simple complaint from customer Nick Paterniti whose return had been lost by the company. While he’d attached an image with the order details to the post the automated response from “Ashley” asked him to send it in a private message to the company, along with his details and date of birth – information he’d clearly already sent them.
This led to someone else asking: “Are these responses computer generated or something? They don’t even make sence [sic]!”
I am happy to reply to this article, please just send through the article ID and we’ll look into it for you…
Truly marvellous
Has it occurred to you that it may actually be real people, picking from a library of scripted sentences, which makes them seem like bots? But probably still low paid, outsourced to [insert asian country here]. Hey, don’t forget that the ASOS thing is low cost.
Spot on Mark.
There’s no chance these are automated.
It’ll be foreign workers with English as a second language, and sadly a response tool that shows them single comments and not the entire thread. I doubt the people responding even know this is all on one post.
Good grief. Its the Turing test in reverse. Humans failing to convince bots that they are human
Had the exact same issue and less than a week ago posted on their page, so frustrating!!!!!
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