People are venting their frustration at Telstra’s new customer service bot Codi, which has major trouble understanding even simple requests, the Sydney Morning Herald reports.
Before Codi was introduced, human customer service agents were available on the online chat module for help, which is operational 24/7.
It’s not clear when Codi picks up the chat rather than a human customer service agent.
When Business Insider attempted to use the chatbot, we were directed to a human customer service agent. We asked if Codi was still in operation, and were told that “he was still available from time to time”.
Other Telstra customers haven’t been so lucky to make contact with a human when they needed help, venting about their frustrating exchanges with the bot on social media.
@Telstra I am on the receiving end of your new 'customer support' – a bot that just repeats the same stupid statement again and again. We are now up to about 20 repetitions, I can't get to talk to a person. Di you think this is good customer service?
— Shadow Shopper (@shadow_shopper) February 28, 2018
@Telstra your live operator virtual assistant is hopeless.. been trying for half an hour to get through to an actual operator.. please fix it
— Nathan Brown ???? (@nafebrown) February 14, 2018
— Tim (@skramit) February 26, 2018
Wow @telstra “Codi” is such a complete and utter waste of my time. New service: throwing SIM in the bin and going elsewhere. Hopeless.
— b1 (@ledbyexample) March 1, 2018
One the most common complaints is that Codi doesn’t seem to understand the simplest of requests, and gets stuck in a loop.
Codi the virtual @Telstra assistant is the worst idea in the history of customer support. It is beyond useless, and only serves to make me angrier.
— Ersatz Hipster (@uggugg) February 22, 2018
Twitter user @parisba had to ask to chat to a human 15 times, and still couldn’t get through. He posted a transcript of the frustrating conversation.
— The man, who goes by "Paris" (@parisba) January 8, 2018
A spokesman told the Herald that the bot was introduced as a “a digital self-service channel provided as a further engagement option for customers.”
Human agents have commented on some of the social media posts, directing customers to call the help line.
The SMH has more here.