Samsung chat support sesion I had today

[68ZooM]

Dale how does your wife like her Note 4 ?  I've had mine now for about a month and I absolutely love it, it can do a lot of things that I need for work I really like the stylus pen it helps out a lot since I have really fat fingers lol

[Meatwad]

You should of ended every response with a ...BEEP


Some phones you can take rubbing alcohol on a Q tip and rub the spot that shows water damage, which by doing that it will erase the little pink marks and make it appear there was no water damage to it

[Ack-Ack]

I agree with Eagl, if that was indeed a human, something anyone could have doubts about - HT obviously as well as the robotic responses prompted that question in less than probably 60 seconds of interacting - he has to be either ESL or third language perhaps, or as Eagl said, just having some program pick key words which give him single click full sentence responses to save time.

When I was still at a previous game company I worked for, it was decided to dump most of our in house customer support to outsourced support in India.  I was part of the team that was tasked to integrate the outsourced support with our in-house support.  We had a tough time doing it because of how outsourced company did business.  Their agents had to read off of a script, any deviation from the script would cause the agent to be penalized and if the agent accrued enough penalty points, their were fined and the fine taken out of their pay.  On top of that, they weren't paid hourly, instead paid by a quota system in which they had to meet a daily quota of tickets and if they didn't meet it, they didn't receive full pay.  That's why you see support like this from outsourced support companies, the agents want to get through the call as quickly as possible, regardless if they provide first call solutions or pass the buck to someone else so the agent can meet their daily quota and get paid.  Outsourced support to countries like India is the customer support industry equivalent to a sweatshop.

The sad thing is, at least at this outsourced company, was that all the agents were either college students or graduates with degrees in either the computer or IT fields and they were smart but they were not allowed to use any of their "skills", to do so would result in losing pay and being fired.

[steely07]

wait a minute,, there's no spelling mistakes in that conversation, can someone go to Grapevine and get HT to say the safe word please?, I'm worried

[ROC]

I just read that outloud to my wife, so much funnier hearing it instead of just reading it 

[Meatwad]

Someone needs to start a chat with cavin but have cleverbot answer all of his questions.

OR

Use a translator program and translate from english to chinese, then back to english. Lets see how much engrish he can understand and crash his indian translation program 

[jeep00]

Should have just dropped their HQ...

[Meatwad]

A new game...confuse overseas tech support  (cleverbotted the questions)


Hi, thank you for contacting Samsung Technical Support. How may I help you today?

You're welcome. I'm very particular about grammar.

May I know the exact issue you are facing with the device?

No one knows the exact date their going to die

May I ask you a few questions in order to understand the issue better?

Will answer only for genuine questions and will not if it is confidential

Have you performed any troubleshooting steps before contacting us?

I have not, though with my superiot intelligence I clearly could

Is the device repaired at local service center?

Have you ever read The Pilgrim's Progress, or The Holy War? Both are by John Bunyan

Shall I file a refrence ticket to contact our voice support team?

Have you ever put your sims in a pool and removed the ladder so they'd drown?

Yes, shall I file a reference ticket?

Then what do you do on Mondays, Wednesdays, and Fridays?

Could you please provide me with the below information to setup service ticket?

Do you promise that you will accept the information I am about to give you?

May I have five minutes to file a reference ticket?

Tickle me five minutes and I tickle you.

You're welcome. Is there anything else I can assist you with?

You're welcome. What would you like to talk about

[Serenity]

A new game...confuse overseas tech support  (cleverbotted the questions)


Hi, thank you for contacting Samsung Technical Support. How may I help you today?

You're welcome. I'm very particular about grammar.

May I know the exact issue you are facing with the device?

No one knows the exact date their going to die

May I ask you a few questions in order to understand the issue better?

Will answer only for genuine questions and will not if it is confidential

Have you performed any troubleshooting steps before contacting us?

I have not, though with my superiot intelligence I clearly could

Is the device repaired at local service center?

Have you ever read The Pilgrim's Progress, or The Holy War? Both are by John Bunyan

Shall I file a refrence ticket to contact our voice support team?

Have you ever put your sims in a pool and removed the ladder so they'd drown?

Yes, shall I file a reference ticket?

Then what do you do on Mondays, Wednesdays, and Fridays?

Could you please provide me with the below information to setup service ticket?

Do you promise that you will accept the information I am about to give you?

May I have five minutes to file a reference ticket?

Tickle me five minutes and I tickle you.

You're welcome. Is there anything else I can assist you with?

You're welcome. What would you like to talk about

That's freaking hilarious!

[Dichotomy]

https://www.youtube.com/watch?v=AmD_8cBqhW0

NSFW for language

[Dragon]

wait a minute,, there's no spelling mistakes in that conversation, can someone go to Grapevine and get HT to say the safe word please?, I'm worried

Check again.

Even Cavin messes up once.

Chat Information Please wait for a Samsung Agent to respond.

Chat Information You are now chatting with 'Cavin'. There will be a brief survey at the end of our chat to share feedback on my performance today.

Chat InformationYour Issue ID for this chat is LTK1125604242198X

Cavin: Hi, thank you for contacting Samsung Technical Support. How may I help you today?

Dale Addink: Hello I have a note 4 with water damage, the it apears all is working but the T-Mobil carrier. Do you have a repair department?

Cavin: Hi Dale.

Dale Addink: Greetings

Cavin: I am sorry to know that your device has been exposed to water damage./

Cavin: I would like to inform you that Samsung Warranty is valid for 12 months from the date of purchase of the device. However, the Warranty gets void if there is any physical or liquid damage on the device.

Dale Addink: I understand that, but do you have a repair department?

Cavin: Yes, If you wish, I can file a service request for you so that you can send the device to the repair center.

Dale Addink: Yes please.

Cavin: May I know the exact issue you are facing with the device?

Dale Addink: the T-mobile singnal strength shows a X.

Cavin: I am so sorry for the inconvenience caused to you with the signal bars.

Cavin: I will do my best to help you.

Cavin: May I ask you a few questions in order to understand the issue better?

Dale Addink: Sure.

Cavin: Have you performed any troubleshooting steps before contacting us?

Dale Addink: Yes I sent it to a local repair place, they could not repair it.

Dale Addink: Also did all the posible change sims pulled battery exctera.

Cavin: Is the device repaired at local service center?

Dale Addink: They could not repair it.

Dale Addink: Am I talking to a computer/

Cavin: No, Dale.

Cavin: I am a human.

Cavin: I would like to inform you that as it is a liquid damage, it would be a paid service.

Dale Addink: I understand that, we talked about that the first thing.

Cavin: I request you to contact our voice support team so that they will be helping you with the repair cost.

Dale Addink: Please issue me a repair rma and email me the instructions.

Cavin: Shall I file a refrence ticket to contact our voice support team?

Dale Addink: Or give me a phone number to call

Cavin: Yes, shall I file a reference ticket?

Dale Addink: YES!

Cavin: Could you please provide me with the below information to setup service ticket?

Cavin: First Name:     

Cavin: Last Name:     

Cavin: Tel NO. Home:     

Cavin: Tel NO. Office:     

Cavin: E-Mail Address:     

Cavin: Mailing Address:     

Cavin: Zip code :

Dale Addink: Dale

Dale Addink: Addink

Dale Addink:  ***

Dale Addink: N/A

Dale Addink:  ***

Dale Addink:  ***

Dale Addink: Keller TX, 76248

Cavin: Thank you for all the information Dale.

Cavin: May I have five minutes to file a reference ticket?

Dale Addink: YEs.

Cavin: Thank you Dale.

Cavin: Thank you for your patience.

Cavin: I have filed a reference ticket for you.

Cavin: The ticket ID is  **********.

Cavin: You can contact our voice support at 1-888-987-4357, Mon-Fri: 7 AM - 2 AM (CST), Sat: 9 AM - 10 PM (CST).

Dale Addink: Thanks

Cavin: You're welcome. Is there anything else I can assist you with?

Dale Addink: No

[Aspen]

My understanding is that the system gives the support person a few suggested responses based on the incoming text. Choosing one of the suggested responses eliminates sloppy spelling, confusing responses, dispersing incorrect info and discretion on how a problem is handled.  They can respond manually at any time ("I'm human") but are encouraged to use prewritten when possible. The result is impersonal but more effective on a spread sheet somewhere.

[Scherf]

My guess is a) non-native English speaker (and by that, no offence intended, I include folks from the Philippines and from Malaysia) and, b) corporate focus on a specific process: "all our customer service conversations will include ... and will ensure that the following information is captured ... " Might well be a piece of software in there somewhere providing prompts to "shape" the interaction to fit the above.

It all takes out the noise in the process along the lines of "Darren gets the job done quick but Mike empathises better."

[steely07]

Check again.

Even Cavin messes up once.

Phew!

[Butcher]

These are not robotic responses, in the late 1990s I worked for Software Spectrum as a Tech Support agent in Tampa, Florida. Starting pay was $8.25 an hour and I can tell you - 90% of the people who worked in this office (of roughly 3,000) did not have any computer experience at all. You didn't even have to know how to turn a computer on to get a job here; all you had to do was pass the "training session" which lasted as long as you can, and they PAID for you while you were training so many took the opportunity to learn computers; after that you were hired on. Anyone with any kind of experience was generally moved to a Team leader position (Salary based) within 6 weeks if not sooner. Nobody that "knew" anything about computers wanted to be a Team leader; the reason why? salary based plus you were working sometimes 75+ hours a week without overtime.

The software is pretty much basic; the person who calls gives a description and you enter that description into a library which is updated by the team leaders, only if it is approved by management and so on. This is a third party company so yeah, we had our share of problems mainly not from the users - but from the people doing the tech support not even knowing how to turn a COMPUTER ON. The robotic response you see is a pre-set sentence established so the tech agent has time to read over the description and try to identify the problem, however if they don't have a clue what they are doing this leads to an even bigger problem.

Here's the kicker; you worked only 40 minutes an hour with two 10 minute breaks, we generally "kicked" callers off if we needed our nicotine or lunch. Prodigy, Microsoft, AOL were all in the same building, obviously there were "key groups" to get into, however it was impossible to get into those groups; if you were the village idiot you probably went to the special cubical areas where they had pretty much the laziest people on the planet.

It wasn't glamour work, but it did pay for some of my college tuition; only thing that saved me when I became a team leader is when the company packed up in Tampa and moved to India. If you ever call customer service and find someone "indian" on the other line, you probably are talking to the devil that I worked for.

/I could go into thousands of moronic calls - the only one that chuckled me the most was a guy who had AOL dialup; called to complain his HP printer wasn't working; I explained "how does this have anything to do with AOL sir?" He responds "I can't print AOL webpages, so it is your problem". I kicked him off the line and learned the hard way what my first white collar "write up" was about - suspended for 3 days to undergo "sensitivity training" which was a 6 hour long video. Nope not joking either.