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0 pointsharha4y ago0 comments

A/B test that: a well thought through UI vs a bot. I genuinely think it would be worse in time required for resolution, choice by the users. Obviously not one size fits all but in simple cases I doubt that even the non tech savvy user would prefer trying to articulate their issue in a way a bot could help them.

Recently came across a delivery service which sent an sms announcing a delivery to connect me to a Facebook messenger bot to ask me the order number to give me the delivery information. How is this process better? Just send a link to the tracker and have all the necessary info in one place. Add a button to reach someone if you must.

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axg114y ago

That's an example of a bad use of chatbots, but I don't think that means all chatbots are a bad interface. Chat is good when you have a large potential problem space and a wide range in the tech abilities of your users. A 90 year old grandpa isn't going to happily dig through five layers of menus to solve their problem. They are able to describe their problem in a couple of sentences though.

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