topic CS_Agent bots in Get Support

CS_Agent bots

AngryCustomer2 — Mon, 08 Jul 2024 19:18:27 GMT

Hello people!

Has anyone gotten help from a genuinely human CS_Agent? Today I spent hours trying to get answers only to finally realize they can only give canned responses - almost no recognition of the content of my messages.

I don't think this was always the case - this company seems to have changed recently.

Re: CS_Agent bots

computergeek541 — Mon, 08 Jul 2024 19:18:17 GMT

@AngryCustomer2 wrote:
Has anyone gotten help from a genuinely human CS_Agent? Today I spent hours trying to get answers only to finally realize they can only give canned responses - almost no recognition of the content of my messages.
I don't think this was always the case - this company seems to have changed recently.

All customer support agents are humans. While some information may be re-used or they have some pre-scripted messages as starting points, responses from CS_Agent are not automated.

Re: CS_Agent bots

slusagm — Mon, 08 Jul 2024 19:21:27 GMT

@AngryCustomer2

did you open ticket or message them? once you have the ticket, a human will messaage you back

If Chatbot keeps you in circle, use this link to message

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: CS_Agent bots

AngryCustomer2 — Mon, 08 Jul 2024 21:11:06 GMT

It took repeated nagging but eventually I got an honest response. The CS_Agent polite PR was very inefficient and infuriating, like talking to a machine. The Replies I got here were much better - thank you!

Re: CS_Agent bots

computergeek541 — Mon, 08 Jul 2024 21:15:34 GMT

self solution removed

Re: CS_Agent bots

AngryCustomer2 — Mon, 08 Jul 2024 21:24:11 GMT

If self solutions are not allowed, how does one indicate a solution (explanation, follow-up) to one's own problem? I appreciate your response, but it was incomplete - CS_Agents clearly are relying heavily on automation (several replies I got from them contained identical text) and it took repeated questions to get them past that.