Yes, as the title implies, this is a "b---- about BOTS" post. But at least my gripes here stand a chance of being read by and responded to by a living creature.
My issue is with the phrase "Contact Us" that is commonly posted at most all of our favorite digital haunts.
When we click that button with a question or concern, our little automated BOT friends are ready to help ... if our question is phrased with the exact words that the BOT understands.
If it's not ... well, you know what happens next. We get the seemingly endless "Did that answer your question?" popup. Because if it didn't answer the question, there's no chance of attracting a human being's attention.
The double jeopardy for older adults is that a gripe about BOTS may be written off as an "old person vs. technology" moment.
Well, I'll suggest, as an older adult who isn't a Luddite and consumes lots of digital media, that I think it's just plain crappy customer service these days. Some of our high-tech darlings (FB comes to mind) are among the most profitable companies, yet they spend nothing on customer service.
In "the good old days," when we, the consumer public, had a concern about something, we could "reach out and touch someone." Believe me, one of my former responsibilities included handling escalated complaints in the cable industry, so I know what a frustrated customer call is all about.
So here's just one high-volume digital user who wishes BOTS would retire and be replaced by living creatures.
I agree that personal service makes such a difference.
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