Comcast Chat Transcription
By Harry McCracken | Sunday, July 17, 2011 at 10:15 pm
I don’t doubt that there’s a human being providing customer support in this Comcast chat transcript–but that doesn’t make it any less weird and robotic-sounding. It’s also eerily similar to the tone of the chat-based service I’ve received from a bunch of major companies.
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July 18th, 2011 at 7:28 am
It is probably some underpaid person in India required to follow a script to the letter or lose their job. So that person is not the problem, the people who set up the awful system they have to work in, are the problem.
July 18th, 2011 at 10:43 am
I found that saying "tech support" over and over usually gets the robots attention and transfers me to a more realistic android (maybe even a real) type person.
July 18th, 2011 at 4:08 pm
A friend of mine used to work customer service with one of the large phone/internet providers. As I recall, he said that for the most part they had a screen full of canned responses and they just pick the most appropriate one whenever possible. I believe it was typically 4-6 simultaneous chats per rep, too.
I occasionally service some equipment at a large call center for a major cable company. The call center reps seem… Well, lets just say automated help is probably going to be more helpful anyway.