Logos email Bot in need of some AI!

Roger Pitot

I sent an email to customer service which began:

Hello
I would like to return the following order.

I got a response from "Logos Reply Bot":

"Hi Roger,
Thanks for reaching out to Support, Logos Reply Bot is here to help!

Our system has detected that you may need help installing Logos Bible Software."

With a little AI, the Bot should surely be able to pick up key words like return and order?

So now it seems we have to ask a second time to be able to return something.

Not a big deal, but surely easy to fix?

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Comments

MJ. Smith

bump in order to get attention and thereby a response

GaoLu

It just needs training on a few million more customers queries.

Roger Pitot

https://community.logos.com/discussion/comment/1281470#Comment_1281470

Actually it only needs to be able to recognise a few common key words, such as return, install, price and so on.

Simon’s Brother

https://community.logos.com/discussion/comment/1281479#Comment_1281479

Maybe reply bot is trying to show too much intelligence and has determined you want to return it because you have an install issue, and if it can help you fix the install issue, you will no longer want to return it.

Roger Pitot

https://community.logos.com/discussion/comment/1281589#Comment_1281589

That's a real stretch, and BTW the reply bot isn't really called Simon[:D]

Paul Caneparo

I sent an email to customer service which began:

Hello I would like to return the following order. I got a response from "Logos Reply Bot":

"Hi Roger,
Thanks for reaching out to Support, Logos Reply Bot is here to help!

Our system has detected that you may need help installing Logos Bible Software."

With a little AI, the Bot should surely be able to pick up key words like return and order?

So now it seems we have to ask a second time to be able to return something.

Not a big deal, but surely easy to fix?

I've had a similar response for emails I've sent requesting a return.

Paul Caneparo

https://community.logos.com/discussion/comment/1281633#Comment_1281633

I sent an email to customer service which began:

Hello I would like to return the following order. I got a response from "Logos Reply Bot":

"Hi Roger,
Thanks for reaching out to Support, Logos Reply Bot is here to help!

Our system has detected that you may need help installing Logos Bible Software."

With a little AI, the Bot should surely be able to pick up key words like return and order?

So now it seems we have to ask a second time to be able to return something.

Not a big deal, but surely easy to fix?

I've had a similar response for emails I've sent requesting a return.

The bot still hasn't learnt although thankfully I do normally get a response from customer service a few hours later. The bot still seems to think a refund request is asking for help in installing the software.

Francis

Same deal for me today. I'm left to wonder whether I am supposed to reply with further explanation to an already very clear request or whether they will follow up despite the bot's irrelevant reply.

My message:

The bot's reply: