| Forum Home | ||||
| PC World Chat | ||||
| Thread ID: 140274 | 2015-09-15 22:34:00 | Online chat support | Tony (4941) | PC World Chat |
| Post ID | Timestamp | Content | User | ||
| 1408442 | 2015-09-15 22:34:00 | I spent an hour or so yesterday "chatting" with HP support. The way the interaction went it made me wonder how it all works. It seemed like a combination of human interaction and robotic replies. There was clearly a human at the other end at least some of the time - misspellings in the text, interaction with my desktop etc., but some of the replies seemed totally robotic, almost as though there was some AI at work which deferred to a human when necessary. Does anyone know how these things are operated? |
Tony (4941) | ||
| 1408443 | 2015-09-15 23:12:00 | So did it sort your problem or did you just go for a chat? I spent an hour or so yesterday "chatting" with HP support. The way the interaction went it made me wonder how it all works. It seemed like a combination of human interaction and robotic replies. There was clearly a human at the other end at least some of the time - misspellings in the text, interaction with my desktop etc., but some of the replies seemed totally robotic, almost as though there was some AI at work which deferred to a human when necessary. Does anyone know how these things are operated? |
Driftwood (5551) | ||
| 1408444 | 2015-09-15 23:15:00 | I didn't get my problem sorted - the conclusion was that I had a hardware problem. | Tony (4941) | ||
| 1408445 | 2015-09-16 00:23:00 | .... It seemed like a combination of human interaction and robotic replies. . I'd bet they have a sort of script & fault tracing checklist they have to follow. When foreign helpdesks go "off script" , they can give the most stupid suggestions . Worst ever 'off script' was to test a recovery CD in someone elses laptop "can you try it in a friends laptop" , and could have wiped that 'friends' laptop if stupid enough to try . :badpc: |
1101 (13337) | ||
| 1408446 | 2015-09-16 01:15:00 | They likely have a bunch of set replies they can send to you for common stuff. | Alex B (15479) | ||
| 1408447 | 2015-09-16 01:22:00 | They likely have a bunch of set replies they can send to you for common stuff.That is the conclusion I was coming to. I suspect the initial interactions are all automated with some AI involved, then a human is involved who basically has hotkeys to generate standard replies where possible. | Tony (4941) | ||
| 1408448 | 2015-09-16 01:38:00 | Yeah they'll have a bunch of templated responses, but also depending on the company and how "casual" or "friendly" they are with their support (vs robotic and stiff), they'll give their staff more license. I've joked with some staff like on the EA Chat a bit, and had a great time while getting my issue fixed! :) | Chilling_Silence (9) | ||
| 1408449 | 2015-09-16 01:53:00 | Yeah they'll have a bunch of templated responses, but also depending on the company and how "casual" or "friendly" they are with their support (vs robotic and stiff), they'll give their staff more license. I've joked with some staff like on the EA Chat a bit, and had a great time while getting my issue fixed! :)The HP person was certainly not very relaxed - which is why I was wondering about whether some of it was robotic. Helpful, just not casual. At the end I was asked "Is there anything else I can help you with?" to which I responded "Nothing, unless you can improve the weather." To which the response was "I am unable to give you support for that" which seemed very automated. And then I got the same question again. | Tony (4941) | ||
| 1408450 | 2015-09-16 02:38:00 | I spent an hour or so yesterday "chatting" with HP support. There was clearly a human at the other end at least some of the time - misspellings in the text, interaction with my desktop etc., but some of the replies seemed totally robotic, almost as though there was some AI at work which deferred to a human when necessary. HP, pfftttt. I had a I suppose we'll call it a dispute some while ago with them over their printers. The issue was the way it calculated how much ink was remaining....but the morons at the "help"desk end went round in round in circles doing the standard idioctic "troubleshooting" stuff, until I finally got the attention of senior management. |
pctek (84) | ||
| 1408451 | 2015-09-16 04:11:00 | I used the HP chat service the other day for an HP Folio with a dead battery, I gave them a quick run down of the fault finding I had tried. They agreed it was faulty and organised a tech and replacement battery to come out a few days later. Was very happy with their service. | Alex B (15479) | ||
| 1 2 | |||||