There has been a conundrum within the business sector about the ever elusive problem of customer service. Good and bad customer services it seems depends on whether or not companies (at least the big ones) are using robots to talk to the customers or a person.
As a customer when we call the hotlines; we pray to heavens that it will be a person on the other side of that line talking to us. So Why do we hate talking to a bot so much? It boils down to the fact that we cannot vent our frustration towards a Bot rather when it’s a person we’re hoping the person on the other end of the line has enough empathy and help us fix whatever issue that we want to fix ASAP.