I’m sure most people have see those chat boxes on online sites where you can request to chat with a customer support representative. Usually you can expect to get a human during regular business hours. But now what I noticed is that many companies are actually using AI bots to answer questions that are outside the regular business hours. I encountered this today and at first was so shocked at how fast the person responded. That is when I noticed it was a bot.
For the most part, it seemed like it answered questions based on very specific keywords and then it would simply spew out pre-made answers in an attempt to solve the most common issues. If that doesn’t work then you can request for an actual human to have a look. That is kind of interesting as it is technically no different than going to a “FAQ” or frequently asked questions section. But I guess this kind of adds a “personal” touch to it as if you are interacting with a real person.
It seems like a positive feature overall. That is until people use nothing but AI bots during regular hours too.