Chatbots

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Posts 20
Robert Kelbe | Forum Activity | Posted: Mon, Mar 11 2019 8:58 AM

In general I am not opposed to the use of chatbots because it is a cost-effective way of providing customer service, especially where human interaction is not necessary. In the exchange below the chatbot was funny and also solved my problem! However, I would like to know when I am talking to a robot. I assumed when I clicked "Chat with a Logos expert or call us at..." that I would be talking to a real person. Likewise, in the email exchange I assumed I was talking to a real person.

Chat 2018.10.30

Robert
18:27:09
https://www.logos.com/product/5161/calvins-commentaries says its included in Bronze and up. But when I look at the Bronze package, it doesn't look like its included. Is it included in its entirety in the Bronze and up packages? Thanks!
Gerald
18:28:28
Hi, Robert!
Gerald
18:29:06
Looking at this for you.
Robert
18:29:13
Also just curious (sorry for asking) are you a real person?
Gerald
18:29:35
I am a robot, for sure!
Gerald
18:29:38
:-)
Gerald
18:29:53
Do you have an account with us, Robert?
Robert
18:29:59
You never know these days!
Gerald
18:30:00
I was trying to look it up, and I can't find it.
Gerald
18:30:07
So true!!
Gerald
18:31:51
Calvin's commentaries are included in all of the Reformed base packaged, Bronze and up. You must have been on the Standard Bronze page.
Robert
18:32:30
You're right, thank you.

An email reporting a bug:

Me:

Please describe the issue:

When changing layouts the tab previews do not update. In the attached picture, the ESV tab is showing what looks to be Mobile Ed content from the previous layout.

Logos:

Dear Robert,

I am sorry to hear that you have been having this problem.

I have reported this issue to our technical team, and I will get back to you once I have heard back from them.

Sincerely,

Joe [Last name removed in case he is a real person]

Customer Service

Me:

Not a problem, just trying to help improve Logos!

Logos:

Dear Robert,

Please accept my apologies.

We are working on a fix for this problem, but I am not sure how soon it can be made available.

Sincerely,

Joe [Last name removed in case he is a real person]

Customer Service

Posts 2016
Forum MVP
Reuben Helmuth | Forum Activity | Replied: Mon, Mar 11 2019 9:14 AM

My take on your experience is that you were dealing with real people in both cases and the chat responder was joking about being a robot. I could be wrong... but seem to recall Bob (the CEO) making a public statement years ago, that when calling in, customers would always speak to a real person. I point out this non-applicable situation because it reflects the company culture IMO.

Posts 13368
Forum MVP
Mark Barnes | Forum Activity | Replied: Mon, Mar 11 2019 9:17 AM

If Gerald really is a robot, he's a very intelligent one! I suspect it's a member of staff thinking you were having a bit of fun, and playing along. And although your email response was canned, again I think it came from a real person. (You always get a better response to bug reports on the forums, by the way.)

Posts 20
Robert Kelbe | Forum Activity | Replied: Mon, Mar 11 2019 9:49 AM

Great to know! Thanks everyone for the comments. 

Posts 335
LogosEmployee
Joe McCune (Faithlife) | Forum Activity | Replied: Mon, Mar 11 2019 12:35 PM

Robert Kelbe:

I assumed when I clicked "Chat with a Logos expert or call us at..." that I would be talking to a real person. Likewise, in the email exchange I assumed I was talking to a real person.

Hi Robert,

I can confirm that both Gerald and I are actually real people!  I'm sorry if my emails seemed overly formulaic, but they were not the work of a robot.

Posts 20
Robert Kelbe | Forum Activity | Replied: Mon, Mar 11 2019 1:59 PM

Wow! I am very sorry for the confusion.

I really like the feedback from real people, and I have a lot of fun reading these forums. 

I am so thankful for the Faithlife employees posting here as well as the equally helpful and dedicated users.

So... Thank you!

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