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>Automation is wonderful to cut cost for them but for the users being unable to get support is a horrible experience. But you cannot go elsewhere because they a
by wing-_-nuts 23d ago
>Automation is wonderful to cut cost for them but for the users being unable to get support is a horrible experience. But you cannot go elsewhere because they are the only player in town.
I can't tell you how many times I've experienced this with comcast. The last time I had to deal with it, was when I bought a new cable modem. I call in to provision it, the automated system assumes I have one of their modems and fails. For some reason I can't get technical support on the line and finally I resort to yelling 'cancel my account' over and over again until I finally get someone on the phone.
The guy was able to solve the issue in 5 minutes flat. The problem with automation is it's only ever going to be able to handle the 'happy path'
- connicpu 23d agoIt feels so degrading talking to the bot. Last time I did it I was trying to upgrade my service to take advantage of a 2.5GbE modem I bought and I almost said screw it because it was so frustrating with the long pauses after everything I said!
- elictronic 23d agoThe company solves the happy path every time. Your problem is they are solving their happy path which is profit optimization. The system is not poorly designed, it is working as intended. The solution here is removing corporate monopolies and political power.
- kevin_thibedeau 23d agoThreaten to sue the company. The bots will connect you to a human lickety split.