we deployed a support assistant for common questions and kept a human handoff for complicated issues. customers liked the fast replies and clear instructions
the manager was delighted until feedback began praising the bot for never interrupting or making people feel foolish. someone jokingly compared the chatbot's manners to his own
he accused the survey of being unfair and suggested deleting the comparison. i said the feedback was valuable precisely because it pointed to a way we could improve human support too
we updated our training, not the survey. the manager even started using the bot to practice responding to difficult customers. nobody told the machine it had won
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