ARTHUR GOLDSTUCK: Botched bots can drive customers crazy - and away
Even some of SA’s leading companies struggle in the digital world
Anyone who has tried to use the "bot" on the Discovery mobile app will testify that even the most successful companies in the country don't always know what they are doing in the digital world. A message that pops up on the app's Help page - "Hi, I'm the Discovery service bot. Ask me something" - is in reality an invitation to become trapped in a maze of menu options that seem specifically designed NOT to answer any questions.
The app is a classic example of the outcome of inward-focused technology strategies, geared to the processes and systems of the company rather than the needs and activities of its customers...
Would you like to comment on this article?
Sign up (it's quick and free) or sign in now.
Please read our Comment Policy before commenting.
Subscribe now to unlock this article.
Support BusinessLIVE’s award-winning journalism for R129 per month (digital access only).
There’s never been a more important time to support independent journalism in SA. Our subscription packages now offer an ad-free experience for readers.
Cancel anytime.
Questions? Email helpdesk@businesslive.co.za or call 0860 52 52 00. Got a subscription voucher? Redeem it now.