Tag Archives: customer service

Just Say No to A.I. Chatbots

For all the developments in artificial intelligence, one of the consistently worst uses of it is with chatbots. Those little ‘Chat With Us’ side bars on many websites. Since we’re doing a lot with artificial intelligence (A.I.) in Transcriptive and in other areas, I’ve gotten very familiar with how it works and what the limitations are. It starts to be easy to spot where it’s being used, especially when it’s used badly.

So A.I. chatbots, which really doesn’t work well, have become a bit of a pet peeve of mine. If you’re thinking about using them for your website, you owe it to yourself to  click around the web and see how often ‘chatting’ gets you a usable answer. It’s usually just frustrating. You go a few rounds with a cheery chatbot before getting to what you were going to do in the first place… send a message that will be replied to by a human. Total waste of time and doesn’t answer the questions.

Artificial intelligence isn't great for chatbotsDo you trust cheery, know-nothing chatbots with your customers?

The main problem is that chatbots don’t know when to quit. I get it that some business receive the same question over and over… where are you located? what are your hours? Ok, fine, have a chatbot act as a FAQ. But the chatbot needs to quickly hand off the conversation to a real person if the questions go beyond what you could have in an FAQ. And frankly, an FAQ would be better than trying to fake-out people with your A.I. chatbot. (honesty and authenticity matter, even on the web)

A.I. is just not great at reading comprehension. It can get the jist of things usually, which I think is useful for analytics and business intelligence. But this doesn’t allow it to respond with any degree of accuracy or intelligence. For responding to customer queries it produces answers that are sort of close… but mostly unusable. So, the result is frustrated customers.

Take a recent experience with Audi. I’m looking at buying a new car and am interested in one of their SUVs. I went onto an Audi dealer site to inquire about a used one they had. I wanted to know 1) was it actually in stock and 2) how much of the original warranty was left since it was a 2017? There was a button to send a message which I was originally going to use but decided to try the chat button that was bouncing up and down getting my attention.

So, I asked those questions in the chat. If it had been a real person, they definitely could have answered #1 and probably #2, even if they were just an assistant. But no, I ended in the same place I would’ve been if I’d just clicked ‘send a message’ in the first place. But first, I had to get through a bunch of generic answers that didn’t answer any of my questions and just dragged me around in circles. This is not a good way to deal with customers if you’re trying to sell them a $40,000 car.

And don’t get me started on Amazon’s chatbots. (and emailbots for that matter)

It’s also funny to notice how the chatbots try and make you think it’s human, with misspelled words and faux emotions. I’ve had a chatbot admonish me with ‘I’m a real person…’ when I called it a chatbot. It then followed that with another generic answer that didn’t address my question. The Pinocchio chatbot… You’re not a real boy, not a real person and you don’t get to pass Go and collect $200. (The real salesperson I eventually talked to confirmed it was a chatbot.)

I also had one threaten to end the chat if I didn’t watch my language, which was not aimed at the chatbot. I just said, “I just want this to f’ing work”. A little generic frustration. However, after it told me to watch my language, I went from frustrated to kind of pissed. So much for artificial intelligence having emotional intelligence. Getting faux-insulted over something almost any real human would recognize as low grade frustration, is not going to make customers happier.

I think A.I. has some amazing uses, Transcriptive makes great use of A.I. but it also has a LOT of shortcomings. All of those shortcomings are glaringly apparent when you look at chatbots. There are, of course, many companies trying to create conversational A.I. but so far the results have been pretty poor.

Based on what I’ve seen developing products with A.I., I think it’s likely it’ll be quite a while before conversational A.I. is a good experience on a regular basis. You should think very hard about entrusting your customers to it. A web form or FAQ is going to be better than a frustrating experience with a ‘sales person’.

Not sure what this has to do with video editing. Perhaps just another example of why A.I. is going to have a hard time editing anything that requires comprehending the content. Furthering my belief that A.I. isn’t going to replace most video editors any time soon.

Beauty Box Photo & ‘freaking geniuses’.

Truly the best part of working at Digital Anarchy is you, our customer. While doing technical support can sometimes be difficult, it is incredibly rewarding to work through an issue and get praise from the person we have helped. It’s even better when that praise is sprinkled with funny accolades, like this recent email from Jeff Dean (condensed to show the good stuff).


Continue reading Beauty Box Photo & ‘freaking geniuses’.

Beauty Box enters the CS5 ring…

…And the rest of our contenders are a few steps behind. We are working hard to update and release our products for the Adobe CS5 suite. Keeping up with changes from Apple, Microsoft and Adobe does kinda feel like being in a boxing ring sometimes.

Our first release has been our Beauty Box Video skin retouching plugin for After Effects CS5. We’re very excited about this product being ready for After Effects 64-bit use in a timely fashion. (Boxers are often not good with time management; that’s why they have managers.)

Go here to try the Beauty Box Video demo for Adobe After Effects CS5. Click here to read our line-up of CS5 contenders.

Photo by Maggie Mae Percell, www.maggiemaephoto.com, our favorite anarchist-in-training. “He coulda been a contender!”

regards -debbie

Customers & strong black coffee.

Every so often, I get an email from a customer (or potential customer) that makes me smile, laugh, or do both aloud. This morning was a great example. The first email was titled ‘HELP’ and said:

I had a chuckle over this letter but before I could write back, I noticed a second email sent 20 minutes later by Tom. The title was ‘After careful review and strong black coffee’.

Thanks Tom! You get one of our cool Anarchist tshirts as ‘thank you’ schwagg for making me smile before MY coffee kicked in.

By the way, turns out that Tom hadn’t unwrapped the 3D Invigorator plugin from its ZIP file, which is kinda like a tupperware container. You can read about how to install for Windows on this page and Mac installation on this page. Try out our 3D Inivgorator plugin, which is a Photoshop 3D plugin for making 3D logos, by going to the Demos page.

Final customer love of 2009

I had a very nice email exchange with customer John Gunmann a few months ago. Meant to blog immediately about the talk but other conversations kept piling on top. Figure this topic will be a wonderful final post of 2009. Especially since John was so pleased that he told me to buy a top shelf drink on the Digital Anarchy tab, which perhaps I will do tonight for New Years Eve.

Continue reading Final customer love of 2009

Helping the Top Dog.

Sometimes my workday, like yours, starts before my coffee kicks in.

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Here at Digital Anarchy, we are always available to find your old serial number or resend you an installer. Our records are quite good and typically we can go back seven years, to the company’s beginnings, to find your information. This customer service is especially important since we don’t ship our products on disk but instead provide digital download.

This week, I received an email from a customer who had purchased our Backdrop Designer product — a cool Adobe Photoshop plugin that makes muslin-esque textures for digital backgrounds — in 2005 and needed to reinstall. I located the customer in our Backdrop Designer database, updated his serial number through our new system, and sent off the info. I was extremely delighted to get this positive email back from Ron. Continue reading Helping the Top Dog.

Filling orders is like eating cheesecake.

Last week, we received an order for our Backdrop Designer plugin. On that same day, we received a request to resend a previous purchase of the Backdrop Designer plugin. Since I am Digital Anarchy’s customer service person and our order fulfillment department — as well as blogger extraordinaire — I recognized the name in both emails. The customer already owned Backdrop Designer but was purchasing it again.

This is one of the reasons we hand fill orders. It’s not uncommon for someone to forget he already owns a product. It’s also not uncommon for someone to think she bought the product when really she only downloaded the demo. This was the basis of two different support calls last week.

(By the way, I feel this theory should extend to cheesecake. I should be able taste its sweetness just thinking about eating cake, and therefore save myself the calories.)

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Royalty-free cheesecake served up from www.freefoto.com. Cool stuff on that site.

Continue reading Filling orders is like eating cheesecake.