Logos email Bot in need of some AI!

Roger Pitot
Roger Pitot Member Posts: 208 ✭✭✭
edited November 2024 in English Forum

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?

Comments

  • MJ. Smith
    MJ. Smith MVP Posts: 55,539

    bump in order to get attention and thereby a response

    Orthodox Bishop Alfeyev: "To be a theologian means to have experience of a personal encounter with God through prayer and worship."; Orthodox proverb: "We know where the Church is, we do not know where it is not."

  • GaoLu
    GaoLu Member Posts: 3,560 ✭✭✭

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

  • Roger Pitot
    Roger Pitot Member Posts: 208 ✭✭✭

    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
    Simon’s Brother Member Posts: 6,831 ✭✭✭

    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
    Roger Pitot Member Posts: 208 ✭✭✭

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

  • Paul Caneparo
    Paul Caneparo Member Posts: 2,779 ✭✭✭

    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
    Paul Caneparo Member Posts: 2,779 ✭✭✭

    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.