ReynardFox: I think the bot leaves such an objectionable first impression on potential new customers that it's probably worse PR to have it rather than having said customers come here and be told they need to be patient.
tfishell: Fair opinion. Though I thought GOG originally implemented the bot because new customers kept asking questions that were pretty simple to answer / could be automated info rather than having to have a human being involved.
But that's exactly what the
GOG SUPPORT CENTER is for…
It's just that people go straight to contact support even in such cases.
Another circumstance where a Bot is warranted, is whenever a disrespectful human being rages in - that's unhealthy on both sides.
Being angry is one thing, throwing insults here and there in your opening message or first/second exchanges is another.
If they got their answer/solution from the Bot, that's one less stressful encounter for the support person. If it did make things worse, that's another topic.
tfishell: […]
Maybe there's still a better way to handle that, though.
In one of the online shop I use, the first message is always responded by FAQ topics you could click/tap on, together with an option to chat straight to a support person. And even then, there will be a note that a personnel might not be immediately available.
