If the live support has limited hours, you’d think the AI would know that and not offer it.
If there was a hold time before a human was available, you’d think the AI would know that and offer email as an alternative to holding.
I got through finally. Turned out they had humans at 6 am Arizona time.
Turns out the email saying it was on hold and the big red line saying it was on hold don't actually mean it was on hold. This is what "Evelyn" told me:
Package is on hold awaiting for the next movement for the driver to collect and deliver it and the system shows the item will be delivered today, Is there anything else I may help you with?
Why the fuck did you notify me of that?!
Just be glad they don't send you a "your package is on hold" email every Planck-length moment.
Yo, I had a Bot on Experian just fucking refuse to transfer me to a real person: https://lemmy.dbzer0.com/post/33650123
They even had a fake keyboard typing sound to try mimic a human, which is even more rage inducing.
I'm still trying to figure out how to get back in my Experian account.
Oh wow, that's awful. I hope you get it resolved. I've encountered the fake typing sound effect before. It's maddening.
the "u" in AI stands for useful ;-)
Artificial unIntelligence
These chat bots only have a limited pool of responses, to prevent them saying weird shit. They're just looking for certain key words or things closely related to their key words that direct them to specific lines.
Company I work at has a very similar one. And it's not likely checking to see if there's anybody working the queue before it asks if you want a live human
You would think "why is my shipment on hold" would be a key phrase they would look for. And then just show me the reason. Since it didn't say in the email they sent or the tracking info.
I had one bot transfer me to another on fedex customer line. The second bot told me to use a chatbot on the site.
Future is awesome.
*less than
Figure of speech. "More than useless" as in "useless would not be enough of a term to use to describe you."
Have you not heard that before? There's even a song with that title: https://www.youtube.com/watch?v=IXdDNBQ9bJU
Parent commenter is not even wrong.
I wonder if it's that they didn't give it option to put you in some queue for later contact rather than the AI being bad there.
The customer service is definitely ass. That final response is either a whiff when guaging sentiment or super arrogant.
No, it turns out their customer service office doesn't open until 10 am Arizona time. Which is 5 1/2 hours from now.
So it was really helpful of them to send me an information-free notice at like 11 pm (I was already asleep) letting me know my package was on hold and giving me no further information no matter how deep into the tracking I went.
And if I do the tracking by phone, they tell me it will be delivered today.
Honestly, even though it's a 90-minute drive, the place where the package is located is open at 10 am and it's important enough to me that I'm just going to drive over there.
