BRING ON THE AI BOTS, NOW!
BRING ON THE AI BOTS, NOW!
Seriously... an AI chatbot would do better than this process.
Below is a genuine effort to get some rapid, effortless help from EE.
Note that:
- I am already a customer (SIM only phone/data)
- I was logged into the website when I initiated the chat
- I gave my phone no (correctly) when I initiated the chat
- I explained what I needed
- I linked to a competitive product
- I asked a simple, clear, specific question needing a Y/N answer
#GRRRRRRRR
Chat Transcript
Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: You are now chatting with Helen.
Info:
Helen: Hello, you're chatting with Helen on EE Upgrades Live Chat team in Merthyr, how can I help?
steve: Hi
Helen: Hi :)
steve: I am happy with my SIM only plan as is. I am considering a data only SIM for my Car
steve: i only see plans at around £10/mnth (& up)
Helen: I can certainly look at data sim plan options for you today. Can you please confirm your full name and the name that appears on the account?
steve: via a forum i have seen this:
steve: https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
steve: annual plan, £25
steve: can you offer similar?
Helen: In order to check plans, Can you please confirm your full name and the name that appears on the account?
steve: re Full name: I am signed in on the website plus you have my phone no
steve: what else do you need?
Helen: I do need you to confirm your full name for me to access the account please
steve: SW ADAMS
steve: Steve
steve: ok?
Helen: Before I access the account I need to confirm some security questions. Is that ok?
steve: No
steve: taking too long
steve: do yo have a plan that competes with the one i just linked you to?
steve: https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
steve: if yes- worth talking, if no then waste of time :)
Helen: As there is no password on the account, I will need to run through security checks in order to the access the account to check plans for you Steve
steve: 'm asking you a Y/N Q
steve: https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
steve: do you have similar on offer ?
steve: Y or N?
Helen: Steve as I said I am unable to access plans to check prices with out going through security checks first
steve: best leave it then - i'll buy the other one
Helen: No problem Steve
steve: it's a problem for
steve: me: - i recieved no help
steve: EE: you lost a sale
steve: (unless you have no similar ofdfer - in which case just tell me)
Helen: I am sorry you feel his way Steve, however I am unable to access the account to check plan prices with security being completed first
steve: #Frustrating #Useless
steve: asking you to "access the account"
steve: i am asking you: before i buy from your competitor - do you offer similar plans
steve: if YES
steve: then lets check etc
steve: if no - then lets stop
steve: your response hasn't helped/is useless
steve: do you understand?
Helen: Unfortunately during the chat today you've failed to meet our security requirements, I'm unable to provide account information at this time. If you call 150 or pop into a store with ID our records can then be updated.
Info: Thank you for chatting with us.
https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
Seriously... an AI chatbot would do better than this process.
Below is a genuine effort to get some rapid, effortless help from EE.
Note that:
- I am already a customer (SIM only phone/data)
- I was logged into the website when I initiated the chat
- I gave my phone no (correctly) when I initiated the chat
- I explained what I needed
- I linked to a competitive product
- I asked a simple, clear, specific question needing a Y/N answer
#GRRRRRRRR
Chat Transcript
Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: You are now chatting with Helen.
Info:
Helen: Hello, you're chatting with Helen on EE Upgrades Live Chat team in Merthyr, how can I help?
steve: Hi
Helen: Hi :)
steve: I am happy with my SIM only plan as is. I am considering a data only SIM for my Car
steve: i only see plans at around £10/mnth (& up)
Helen: I can certainly look at data sim plan options for you today. Can you please confirm your full name and the name that appears on the account?
steve: via a forum i have seen this:
steve: https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
steve: annual plan, £25
steve: can you offer similar?
Helen: In order to check plans, Can you please confirm your full name and the name that appears on the account?
steve: re Full name: I am signed in on the website plus you have my phone no
steve: what else do you need?
Helen: I do need you to confirm your full name for me to access the account please
steve: SW ADAMS
steve: Steve
steve: ok?
Helen: Before I access the account I need to confirm some security questions. Is that ok?
steve: No
steve: taking too long
steve: do yo have a plan that competes with the one i just linked you to?
steve: https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
steve: if yes- worth talking, if no then waste of time :)
Helen: As there is no password on the account, I will need to run through security checks in order to the access the account to check plans for you Steve
steve: 'm asking you a Y/N Q
steve: https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
steve: do you have similar on offer ?
steve: Y or N?
Helen: Steve as I said I am unable to access plans to check prices with out going through security checks first
steve: best leave it then - i'll buy the other one
Helen: No problem Steve
steve: it's a problem for
steve: me: - i recieved no help
steve: EE: you lost a sale
steve: (unless you have no similar ofdfer - in which case just tell me)
Helen: I am sorry you feel his way Steve, however I am unable to access the account to check plan prices with security being completed first
steve: #Frustrating #Useless
steve: asking you to "access the account"
steve: i am asking you: before i buy from your competitor - do you offer similar plans
steve: if YES
steve: then lets check etc
steve: if no - then lets stop
steve: your response hasn't helped/is useless
steve: do you understand?
Helen: Unfortunately during the chat today you've failed to meet our security requirements, I'm unable to provide account information at this time. If you call 150 or pop into a store with ID our records can then be updated.
Info: Thank you for chatting with us.
https://www.mymemory.co.uk/3-payg-4g-trio-data-sim-pack-incl-12gb-data.html?source=Webgains
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