Chatbot without the chat?

I accept that technology has created efficiencies and that chatbots are here to stay.  There’s much to learn about artificial intelligence and how it can help me.  But earlier this week it seemed that the bot I needed had lost its chat.  My requirements were simple – recognition from a service provider that I had set up an account using a debit card which had been replaced.  The system forced me down a process to set up a new account with the replacement card.  It worked and I was able to use the service.

Just one more task to go – all I needed was a little help from customer care to transfer my loyalty points from the original account to the newly set up account.  Up pops chatbot with a list of options including “other”.  Trust me, I really did try and self-serve, but the only option which really applied to my query was “other”.  I am going to spare you the details of each transaction although there were frequent replies like “sorry I didn’t quite get that please choose one of the items from the list”.  And yes, you’ve got it, “other”.  My challenge remains unresolved.

I love the product and it works every time I’m in London, although the administration behind it negatively impacts the brand.  I recognise all the great things that chatbots do in recruitment.  It’s just that after this experience, I find myself thinking about all the applicants who simply drop out of a process because their query wasn’t on a list.  In this instance I just wanted to have a short conversation with a real-life person.

But I soon got over the loss of loyalty points in the knowledge that some services will never be delivered by a bot – chat or no chat.  It was time to set off for the hairdresser, to be greeted by the receptionist with such a fabulous smile and put the world to rights with the lovely David.  Thank heavens for Toni and Guy, great hairdo and great service.  No Edward Scissorhands for me!