Let’s face it. Bots are going to take over the world. One day we’ll all wake up, and every online interaction will start with talking with a bot. Think of them as Walmart greeters for the internet (except that Walmart just announced they’re laying off all their greeters).
I’m fascinated with bots. In my work, I’ve been helping our bot team choose language that is friendly, clear and helpful. But herein lies the problem with bots. For communication to be effective, you need to understand how people are feeling, thinking, and what you want them to do. It’s called knowing your audience. And with bots, you’re not exactly sure what the frame of mind is of the person at the beginning of the interaction, and just as important, at the end of the interaction.
I’ll illustrate this by sharing my latest interaction with Koodo’s bot. Koodo’s tagline by the way is “Choose Happy”. It went something like this:
“Hi Koodo bot. I need your help. My daughter has fried her phone a second time and I want to know my options for my contract.”
(Four options popped up for me to choose, none of them was what I needed help with.)
So I said, “I think it’s probably easier if I just called you. What’s your toll-free number?”
(The bot in its programming must have picked up on the keyword phrase “toll-free number” so it answered this)
“1-800 numbers are free of Long Distance charges, but the local minutes to connect you to the network are still billed at the local minute rate. The numbers you can call are (list of numbers). If you run out of minutes, you will be charged for additional airtime. You might get a prompt to a recording message if the toll-free number isn’t available in your area.”
Then it asked me if their answer was helpful. I gave it a thumbs down.
We went back and forth a few more times. At this point, I couldn’t believe how difficult it was to just get their stupid 1 800 number from the bot and the UX tester in me went into overdrive, so I wrote,
“OK, so what’s the number you stupid bot” just to see how it would respond.
The bot answered, “Now, now, let’s play nice!” and send me a GIF of Maggie Smith looking affronted.
OK, so I don’t know how you would react to Maggie Smith raising her eyebrow in a supercilious manner just because you wanted to talk to someone in customer service, but my emotional response went from a ha, ha, I don’t believe it said that, to incredulous, to how dare you, you stupid bot? I showed it to Clare who had been sitting beside me the whole time and asked her how she felt about it. She said the exact same thing.
Let’s just say, I didn’t “Choose Happy” from Koodo in that moment.
To end the story, I ditched the bot, found their 1 800 number somewhere else, called them and finally found a human that was very helpful and resolved my dilemma. I did have to wait on the line for about 10 minutes though to speak to said human.
So if bots are here to stay, how do we make friends with them? Here are some tips:
- First, go in knowing their limitations. Bots do serve a purpose—they can answer simple questions, freeing up customer service agents to address more difficult issues and concerns.
- Be aware if you are dealing with a bot or a human. Sometimes this can be hard to know. If you’re not sure, ask. You’ll know after the first few interactions when five lines of text appear instantaneously.
- If after the first few questions it’s clear the bot’s programming isn’t giving you what you need, ask to speak to a live person. Most bots that are programmed well with have a human offramp, where you just pick “speak to a person” and they’ll redirect your enquiry.
If all else fails, you can always derive some entertainment value by messing with it. Just be prepared for the Maggie Smith gifs.