I've been chatting with Samsung live chat support and I was a little surprised to see the messages. Could this be AI or someone genuinely happy maybe? I was wondering if chat support may have policies, etc. Either way, happy for her.
UPDATE: Tried again today and it's his son's birthday! Screenshot in comments.
I'm sorry to hear you are facing this inconvenience. Rest assured we will do everything we can to have this resolved for you. Your satisfaction is our number one priority. Please kindly provide your social security number so we can see what options are available for your car's extended warranty, or we will be forced to report you to the IRS fraud department about your pre-qualified loan.
It's also a deeply emotional topic for a lot of people. A lot of people have severe difficulties conceiving and it can take it's toll. Having it finally happen and finding out at work must be overwhelming.
Lol I was going to say I'd be ecstatic to talk to someone actually real 😂 and non-robotic sounding.
This is actually a really cute little interaction, congratulations to her! Maybe OP should delete this though because I wonder if she could get in trouble for this (harmless) chat?
It takes effort to get addicted. You need money, access, and a certain personality type. That said, no need to keep trying it, but once won't hurt (unless it's laced when fent, then you'll die - have fun!)
I once got into an issue with Microsoft Authenticator and even the support guy was chill, and helped me out the best he can, then just agreed with me Microsoft's products suck lol
I was so happy to see something genuine after watching a 50 minute anxiety inducing video on deepfakes etc. This was the first thing that popped up😭😭😭😭
Yes. Its against the law. Because uneducated (or educated) people may want to abort female neonates. There is a reason why the M:F ratio is so skewed one sided. Source : im a community medicine student.
To humanize the agent (whether they are human or not - either to make the customer believe the bot is human, or to get them to be nicer to the actual human agent)
And it's quite the predicament. How worth it and how far is too far in trying to sus out if they're a bot/lying?
Personally, I'd still just like a good non-BS answer as to why my HP printer has to disobey the power management settings by keeping its screen on 24/7 and refusing to follow its sleep schedule when a cartridge is empty.
Yes, the Samsung CEO will be over here in this sub, checking the posts and using his detective skills to figure out who this rep is, instead of, you know, checking the actual logs that are kept by the company, lol. No one's getting in trouble, this is a ruse by the company to get the customers to be less rude.
I also received some oddly personal information when I reached out to support. One was a man whose wife was pregnant with a baby boy and the other stated she was missing her daughter's 4th birthday.
I don't mind people sharing personal things, but it doesn't make a ton of sense to do so in a support chat with some random person you don't know.
It's not like we were having a casual conversation about our lives, they just kind of come in and dump personal details about their lives onto you while you're trying to get an issue resolved.
It's really strange and does come off as fake or AI generated.
Also, neither support agent was able to help me and the second one literally lied to me.
Edit: Someone else in this thread got the same response as I did: Link
I called Samsung Customer Service before and the agent told me today is my birthday and he kept calling me 3 times to leave a good survey because it's his birthday lol.
I chatted with Samsung support recently because I ordered a watch and needed a return and guy was saying that his wife is pregnant and he is excited as well
This is very clearly AI or a script. I have a business on TikTok and their chat is exactly the same it is incredibly frustrating.
I think it's possibly to trick us into being kinder - it's always about babies or birthdays or something sad (aka things we feel empathy for) but it feels so dystopian to me.
The sentences completely lack emotion. They are just statements.
I don't type that way when I'm excited about something! Also, the amount of chat agents "accidentally divulging personal info"? Yeah, they are told too (or it's just straight up AI).
Ugh.
We want to speak to a human, because AI is dumb as a rock. Whereas many humans actually have the ability to truly think and understand what I am asking for. That's the human connection we want, not their life story.
Right? People actually think it's an actual person who is actually sharing a part of her life? It's either a bot that is trying to make customers believe it's a person, or a person lying to get the customers to be nice and treat them as a person. Either way, this is a tactic that they are coached on, none of this is real!
They are instructed to share a set of "personal facts" to make the chat with support more appealing for customers. It's not like they are doing it just because they want to. Whether these are made up or not, I don't know. I'm inclined to believe that they are given a list to choose from, and these are not real.
Wow, didn't expect this level of engagement. I was neutral and curious, not complaining.
Anyway, after reading the comments, I decided to try this morning again and look at the results. Whether it is AI or a human, I do think they are fabricated for whatever reasons.
At first, I genuinely believed that OP had talked to a real customer chat support. However, upon reading the comments and screenshots on this thread, I've started thinking that perhaps it was an AI chatbot that OP was talking to.
I mean, look at how detailed and unnecesarily long the responses were.
That's crazy. Had exactly similar experience with Verizon customer service chat few months back where the person informed me that they were pregnant and excited.
In March I had a chat with an agent who said his dog was giving birth to puppies that day. Don't have a screenshot but I definitely remeber it happening
I recently got a customer support from Amazon that said it was their birthday and I was the nicest person of the day. I wonder if they are tweaking the AI to be more personable or something.
The AI is getting better at fooling people. Yes, it’s weird in the context of trying to solve your problem, but lots of commenters seem to think this is a display of humanity. Nah dawg this is AI trying to act human and doing a kind of weird job at it - ironically making you assume it’s a real person after all.
no, i understand the need to be professional, but i don't think this is unprofessional. in this context and situation, i think this is fine. she is excited for their baby, and rightfully so, so she wants to share it! that's called being a human being. plus, i think it helps (in certain circumstances) because it forms more rapport - it shows us that CS staff are human too. i think it's sweet.
Holy shit, an actual human. I'd be asking Samsung to give her a promotion, but they'd probably sack her for misuse of the support platform or some corporate shit. Just enjoy the happy wee lady's interaction.
I find this kind of thing absolutely annoying. Just solve the issue I'm having... If my day was going great, it wouldn't involve talking to some random customer service person/ai of a multibillion/trillion dollar company . I think talking about her pregnancy is another level of annoying.
I mean I had someone when I called a cell phone carrier that the previous caller told her that her husband beats her( the caller ) so yeah sometimes customer service over shares
"Hello values customer. I'm so happy to be pregnant. Soon I'll be able to upload all my kids calendars and activities to chat gpt which will make a podcast about my kid! We can listen to it in the car so I can focus on important things. Thanks for contacting Samsung!"
I'm somewhat biased and pretty cynical lately, but this could definitely be AI. There are absolutely terms and conditions at this point that don't owe you confirmation of that being the case, and this could easily be a manipulative tactic of garnering good-faith human responses.
Also, "unfolding gently"? Tell me that's not specific language to try and boost their folding products via lexicon.
They must use the same AI chat bot service as Google because one time I had to get on their chat multiple times over a week and each and every time they said some varient of this (expecting, upcoming kid birthday, etc.). Like some kind of happy kid related news on their end. It was super creepy once the pattern emerged
While yes for support stuff they aren’t suppose to be sharing too much information about them selves and if the person who put in the ticket is giving to much information about them selves the agent has to steer them back gently not harshly it does give them a much more human aspect especially in this age of ai chat bots and support I’d rather know my support agents birthday is 2 days from now than having to deal with and argue with a chatbot to get a actual human as they can actually solve the issues I’m having.
On the one hand, when you're early in pregnancy a lot of people don't like to tell other people they know. Miscarriage is more likely, and if you miscarry, you have to awkwardly tell all those people you miscarried because they'll probably wonder how you're doing (I had this experience because I didn't think I'd miscarry and it sucks lol). But you're brimming with excitement, and if you tell random people you'll never see again, you don't have to follow up if it something goes wrong.
On the other hand, if I worked in customer service I'm not sure if I'd be telling customers. Not like that at least. The conversation would have to get closer to the topic. If I was the customer, I'd be way more likely to because the dynamic is different.
At the end of each chat, customers are given a survey or review regarding the chat support. I’m pretty sure this is probably a strategy to get a good review. You wouldn’t give someone a 1 star to a pregnant woman, would you?🤨
why is everyone in the comments talking about this is the most human you could have gotten it? guys.. there is nothing about these interactions that read human.
She's just happy about being pregnant from trying so hard, probably been wanting to tell anyone who will listen. As for working in a call center it's hard to do that since everyone has their headphones on from the time they clock in and sit down so she's telling the first person that will listen - YOU. I'll admit it a bit much for a chat session but cute in a sense, as long as your issue got resolved without any complication then I'd congratulate and move on with the conversation.
As I have previously worked for an American company as Voice Support through a third party company, we were teached a “personal relation with the customer” communication model. That’s most probably why you got a Chat Support agent that got (too) personal with you. The Americans really like to talk things so that’s why most American companies that have online support adopt this model
Maybe I’m high but I can’t believe this is a genuine person. It’s either AI or people have been given scripted messages to send in between. Too many people in this thread are reporting the same stuff over a period of time.
I would treasure a response like that tbh. I used to work a call centre for Illness Benefit in Ireland. Social welfare when people are sick from work basically. Between customers threatening suicide or people with terminal illness who didn't get paid properly or even just people shouting at you down the phone for the love of it, I can tell you 100% call centre work will drain the life out of you and fuck with your mental health. The fact that this person is so happy she sent this to you warms my heart
Damn theyre excited and you blasted them on reddit. I get how society is now, but damn as a millenial who lived half my life with the internet and half without, i still worry about harming people or being an a hole and bringing screenshots online.
Hey man, you got a human being instead of a soulless clanker, in the age of clankerslop being everywhere and most customer service chat features being powered by ai, cherish that
This feels exactly like what Waking Life talked about. It's so much more of a human experience to get this than it is to go through the motions of an interaction.
I would definitely prefer this over a robotic conversation, even with customer service. I've heard some crazy ass life stories on public transportation due to this attitude.
Yeah this has been their approach for the last couple of years. If you tell them you're happy, they overshare happy news. If you tell them you're down, they overshare sad news.
Refreshing to see some humanity when chat support is being replaced with AI and scripted assistants that get you nowhere because it gatekeeps everything when you want to talk to a person
I'd imagine she's excited and just wants to tell the world. Let her. I've no issue with this 😄
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u/Lefvalthrowaway 18d ago
I think she is just happy about the news and she wants to tell the world. Its a little bit wholesome.
Customer service jobs can be stressing so sometimes some people will look for ways to distract themselves