Forum Discussion

Drew_Hawkins's avatar
Drew_Hawkins
Icon for Neophyte rankNeophyte
3 months ago

Customer Support a Dumpster Fire

Went to create a support ticket, which has to be done on a different website and portal login. Clicking the "GET SUPPORT" button opens an AI chat with the intelligence of a toddler who just drank a red bull and fell down the stairs trying to fly. 

Is this a joke? Locking support tickets behind a cheap low effort AI chatbot is not how you should be implementing AI. 

AI needs to be looking at alert trends and datasource outputs for anomalies that might not trigger an alert but should be investigated further. Not for gatekeeping your support people from the customers. 

  • Mike_Rodrigues's avatar
    Mike_Rodrigues
    Icon for Product Manager rankProduct Manager
    3 months ago

    I've been told that if you just tell it "I want to chat with an agent" it will put you into the queue for chatting with a real human. cc Drew_Hawkins 

    I realize it's annoying to have to go through the step, and I'm hoping they'll change it to make it easier, but hope this helps a little.

  • David_Bond's avatar
    David_Bond
    Icon for Professor rankProfessor
    3 months ago

    Drew_Hawkins

    I understand that this is not a solution when there is a need for someone to interact with your portal, but...

    I (and other non-LM staff) will try to help here in the Community if we can.  If you DO get an answer here, other people googling for the answer can be helped also.

  • Lewis_Beard's avatar
    Lewis_Beard
    Icon for Expert rankExpert
    2 months ago

    I want to chime in on this. I have the same feeling about it. I had honestly given up on LM Support even BEFORE this new AI Chatbot thing, so I think my last request was from before the new portal and new AI Chatbot was around. But the new Chatbot is worse. Thankfully I had seen Cole in this thread mention you could use it to "Open a support ticket" so I did. But even minimizing my interaction with the bot, that was super irritating.

    I dont even get a ticket number anymore I just get some dumb case number. The subject is something about a message with me, and I see no way to set a ticket. Also I cant enter my request in my classic wall-of-text style :) or more seriously, if I need to make a paragraph or something in the window, too bad. As soon as I hit anything it just generates the ticket.

    I wish we could skip the chatbot completely and just open a ticket the old way (NOT a case with a blank ticket, as I have now). Its weird how the chatbot is worse than the pre-bot support. I dont know what happens next, but I dont look forward to it.

  • Cole_McDonald's avatar
    Cole_McDonald
    Icon for Professor rankProfessor
    3 months ago

    I've brought this up to our account rep as well... I don't need the bot to search the KB for me... I can do that bit.  So I just use it to "Open a Support ticket"... apparently, "Talk to an Engineer" may help get to a human as well... but as a search front end for the KB... It's ok at finding pertinent articles.