Comcast Insists Its Twitter Account Isn’t A Robot; Just Assumes Everyone’s An Angry Customer

Comcast Insists Its Twitter Account Isn’t A Robot; Just Assumes Everyone’s An Angry Customer

Like a number of corporate customer service Twitter account, the public replies from the @ComcastCares account are of the “Sorry to hear that” variety, often with a request for a private direct message containing more specific account information. But are these similar-sounding responses produced by a computer script or by a human being who just assumes that everyone hates the company they work for? [More]

Barnes & Noble Explains Why Its Chat Reps Sound Like Robots

Barnes & Noble Explains Why Its Chat Reps Sound Like Robots

Many people who’ve worked in the customer service field — where it’s not uncommon to be screamed at by irate callers — say it can be a dehumanizing experience, to the point where you sometimes feel like a robot. Then there are the non-humans who desperately want to be flesh-and-blood but can’t cross that uncanny valley. And finally there are those CSRs who might indeed be human, but aren’t doing a very good job of convincing the world of it. [More]