Tech support takes a human
Quote
back and forth, back and forth. It's like it takes it really takes it takes a human to understand the flow of the conversation that happens during a support. encounter
Episode 263: Chat is Dead (episode page, opens in a new tab) 00:23:06 (play audio from this timestamp, opens in a new tab)
Voice-matched
Summary
Non-technical people can't describe problems; you get 'this thing doesn't work' and a back-and-forth. Everyone describes things differently, many different faults show up as the same error dialog, and some people will lie that they rebooted. It takes a human to learn each person's lingo and read the situation, which is why bot-to-bot support won't work.
Also said
Episode 263: Chat is Dead (episode page, opens in a new tab) 00:13:14 (play audio from this timestamp, opens in a new tab)
a large number of... of problems that manifest. themselves in the same output sure The same dialogue box.
Voice-matched