Your Chatbot's Deflection Rate Went Up. Customers Just Gave Up.
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Last month, I had a problem with a popular mobile banking app in Southeast Asia. Nothing exotic. A transaction didn't go through, and my support ticket had been sitting untouched for two weeks. So I opened the app's chatbot. It greeted me warmly, asked how it could help, and then couldn't do a single useful thing. It couldn't look up my transaction. It couldn't check the status of my ticket. It couldn't tell me why my issue was unresolved. It could answer FAQ questions, and that was it. I…
1Key Takeaways
- Last month, I had a problem with a popular mobile banking app in Southeast Asia.
- A transaction didn't go through, and my support ticket had been sitting untouched for two weeks.
- It greeted me warmly, asked how it could help, and then couldn't do a single useful thing.
- It couldn't check the status of my ticket.
2AIWedia Score
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3Why it matters
Coding AI shifts how fast software ships and how much human review each change needs. DEV — ML reports that last month, I had a problem with a popular mobile banking app in Southeast Asia.
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