The Rita customer support bot is a VERY BAD IDEA. Please get rid of it.
Hi @altpath.
We have designed Rita in such a way that “she” shouldn’t be a barrier for you to reach a live agent. She is still learning so may not be perfect but for the small time we have tested our AI, Rita has managed to resolve about 20% of our chats - which is quite significant.
I can see from your experience that Rita didn’t understand your question - but she will now! I’m also happy to see that your issue was swiftly resolved.
As Rita can offer instant replies - even if the query isn’t solved by her - she is able to parse it and extract the information from the user so that when the chat does get escalated to a live agent, the live agent is able to understand the issue quickly by looking at the past few messages.
If you have any other questions please let us know.
Tip: try “What is 100 GBP in USD?” (Something no live agent will be able to answer that quickly!)
Rita is an “it” not a "she’. It’s a bot. One of it’s iterations will take your kids’ jobs. Meanwhile we get to be processed. Confusing costcutting and efficiency with progress misses the big picture.