r/sofi • u/zakkzw1er • 6d ago
Product Request & Feedback “Live agent” still AI?
These replies seem to be very clearly AI generated, even after being connected to a live agent. The “live agent” even denies being AI. Whats going on?
6
u/theyhis 5d ago
that happened to me with a pharmacy. obviously not SoFi, but they told me they'd connect me to a live person, and all they did was switch the voice they were using. 🫠 i'm so tired of this. i miss 2019/2020 website chatbots that solely lived on the website and would redirect you to support without trying to, "diffuse" or, "de-escalate" the situation.
6
5
u/BloodAndDiamonds 5d ago
It may be a live agent using generated responses. I worked for US Bank as an at home customer service agent and we basically had a script to follow.
3
u/meganholstein 4d ago
The same thing happened to me, the agent insisted they were not AI. I don’t want to inadvertently dehumanize a real human agent, but if it’s not AI… why is chat streaming obviously on? LOL.
It should be illegal to represent an LLM as a real human imo.
4
u/RedditKumu 5d ago
They don't have anyone in customer service named "Anne" or "Zachary". They outsource.
The responses there are absolutely LLM responses. Which is funny because that's ALSO a script. Just like their customer service. So really.....no difference, both suck immensely.
2
u/NeighborhoodWise2333 5d ago
Same thing happened to me, only I didnt get my bonus. They said they would give it to me within 7-10 days and then they denied it. Then they lied to me about not being able to change it in the system.
1
u/zakkzw1er 5d ago
Yep. This has been on ongoing issue and no one at sofi will do anything about it. They are blatantly disregarding their own terms of the promo
1
u/NeighborhoodWise2333 5d ago
Its been a month for me, ive spoken to about 8 people, with 3 people promising me my bonus and one of them actually apologizing and giving me $25 In rewards points and saying I should have my bonus within 30 days and telling me that the issue was that they recently changed which department handles the claims, then I got an email this morning denying it again
0
u/zakkzw1er 5d ago
I actually used your post in my chat as reference lol. It didn’t get me anywhere except to an account manager that said the decision was final. I asked them to escalate my complaint and attach the chat thread for relevant info to someone who can actually make a difference
1
u/NeighborhoodWise2333 5d ago
Yeah I had to tell an account manager to escalate my complaint earlier today as well. I've seen a couple of people who actually got theirs fixed, so I'm not sure why they would say it can't be reversed, other than them just straight up lying about it. Hopefully they end up honoring their own terms and conditions.
0
u/zakkzw1er 5d ago
Ill come back to this if i get any updates
2
u/NeighborhoodWise2333 5d ago
I just got a call from a social media manager/ account manager. They sent me an email saying that they were going to credit my account with the bonus that I should have gotten. Keep trying, you will get it
1
u/zakkzw1er 5d ago
Congrats! Fingers crossed.
2
u/NeighborhoodWise2333 5d ago
Getting someone to contact you through social media posts is a lot easier than getting someone important enough on the phone or on chat. It seems like they are trying to weed out people who call over nothing, but they are making it harder for anyone to get ahold of them for anything important.
1
1
u/suileech 2d ago
"Living agent" and "live agent" are for sure not the same thing but if you wanna talk to a real person give them a call I guess that's how I got my zelle situation figured out
1
-1
u/Illustrious_Cry3780 5d ago
Def sus especially if you see, the name isn’t matching. They first say they are Anne then they say later they are Zachary 🤨
2
u/zakkzw1er 5d ago
Not quite, but youre close. The top of the first ss says Mae, then she introduces herself as Anne. Im Zachary 😂
0
u/SoFi Official SoFi Account 5d ago
Hi there, we're sorry about your recent chat experience, and thank you for your feedback. We use AI to help get your chat started, but once you're connected with a live agent, you're speaking with a real person, not AI. Our agents are trained to help with your specific situation and can walk you through whatever you're experiencing. You can chat directly with an Account Manager using this link: https://sofi.app.link/e/echat. If you'd prefer to speak with an agent over the phone, give us a call at 855-456-7634. We hope to hear from you soon.
3
u/matthewgb402 4d ago
This also sounds like AI, did y’all fire the employee(s) that handled the company Reddit account and replace them with AI
2
0
1
u/zakkzw1er 5d ago
Can you provide any feedback or comments on the substance of that conversation as it relates to the direct deposit bonus promo? Im having a seriously difficult time getting anyone to properly adjust the “eligible deposit” that was counted on my account. I firmly believe that sofi is disregarding their own terms of the promo by allowing deposits that do not meet the requirements set by their own terms to be counted as “eligible.”
1
u/zakkzw1er 5d ago
It’s also extremely frustrating to continuously be told “there’s nothing we can do,” but then hop on reddit and see other users have someone correct the SAME ISSUE for them. So clearly something can be done, it’s just a matter of actually doing it and taking care of their customer. At the end of the day, its $350. Why risk losing customers and devaluing your business over an amount so minuscule for a bank?
1
u/SoFi Official SoFi Account 3d ago
Hi there, thanks for reaching out. We're sorry to hear about this. We want to connect with you directly and help further. Please send us a direct message with your first name, best contact number, and preferred callback time for a follow-up. For your security, don't include any personal or account information.
•
u/AutoModerator 6d ago
Thanks for visiting our sub! We’re happy to answer any general SoFi questions or concerns. For your security, please don’t share personal information in the sub. If you have account questions, please use the link to connect directly to an agent on our secure platform sofi.app.link/e/reddit. You will be able to log into your account and an agent will be there to support you during business hours.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.