Dealers with service agencies complain of the difficulty of the “virtual assistant” interview

Dealers with service agencies and banking institutions emphasized the difficulty of communication and dialogue with the virtual assistant for customer service.

They explained that he is unable to understand their requirements and respond to their inquiries as required, which sometimes compels them to close the call before obtaining their goal, or requesting a customer service employee.

Finally, through its electronic platforms, an opinion poll conducted by «Emirates Today» showed, through its electronic platforms, a general case of the dissatisfaction of the participants in the virtual assistant service, and they demanded the promotion of the presence of the human element.

Traders told «Emirates Today» that they are facing a problem in communicating with the virtual assistant or assistant, when calling the customer service phone in many entities.

They noticed the large number of procedures required of them, and the long waiting time through the customer service line to reach their services, starting with the choice of the language, and through displaying a long list of main services, then moving to sub -services, and reaching the virtual assistant.

The citizen (Abuhaza) said that he does not like to talk to the virtual assistant, and it is preferable to the human element, indicating that he has failed experiences with the virtual assistant, who does not help him to answer his inquiries and requests, and he is forced to wait long on the customer service line, until he is transferred to the customer service employee.

The citizen (Abu Abdullah) agreed with him, who stressed the importance of developing customer service over the phone, indicating that some parties have started to resort to the virtual assistant to respond to the inquiries and complaints of customers, to provide the expenses of the human element, but he believes that “this matter would negatively reflect on the happiness of the customers”, stressing that “the human employee is indispensable in communicating with customers.”

Karim Mohamed called for the realization that some of the dealers do not have time to wait long on the phone, until they get a response from their inquiries or a solution to their problems, indicating that the feelings of boredom affect him when talking to the virtual assistant, who does not understand the problems he is presented to him.

Others stressed the importance of the human element in responding to the calls of customers, and not leaving the virtual assistant.

For his part, the advisor and expert in the field of creativity and institutional innovation, Ahmed Shahrouj, stated that there is an actual need to reconsider the level of the performance of the robot or “virtual assistant”, in many parties, to respond to the inquiries and complaints of customers by phone or the “WhatsApp” application, as it does not rise to the level of their aspirations.

He pointed out that most of the complaints from the virtual assistant, represented in his inability to understand their requests and problems accurately, the length of the steps and procedures required to implement the service, and that the customer had to pressure many of the main and branch lists in order to access the service.

Shahrouj said that from a psychological and social point of view, individuals tend to be in their human nature in general, to speak with the people like them when calling, as they find a kind of comfort and silver and explain their problems and requests, unlike the virtual assistant who finds that it lacks the human sense and the language of dialogue.

He added that with the great development in the field of obstetric artificial intelligence, the virtual auxiliary technology witnessed levels reinforced with artificial intelligence, pointing to the possibility of the sides of the use of advanced models.

He stated that the modern model can speak like a person, interact and respond to the caller to the extent that he does not feel that he speaks with an automatic robot, as well as his ability to absorb and understand what the customer says, and providing quick and adequate answers to him, and he can also receive the details of his complaint, register it and send it to the competent administration in order to work to solve it quickly.

He emphasized that the human element in the field of designing the experience of dealers cannot be dispensed with, but it is possible to mix with humans and virtual assistants, in order to achieve the goals of the institution in making and serving customers.