Roy Gilbert ⚓️

[Roy Gilbert ⚓️ @roygilbert]

Totally true. https://t.co/whIKsxdZeA

[ClickHole @ClickHole]

Wasteful: The Navy Loses Over $45 Billion A Year To Submarines Sneaking Off With Whales And Living With Them Forever https://t.co/NVZG8YvLy2

[Roy Gilbert ⚓️ @roygilbert]

@Babalouis_Jones @NotNJ_Taxman Millions? Proof?

[Roy Gilbert ⚓️ @roygilbert]

@GailSimone ...and also Superman!
https://t.co/niSQZgff6R

[Roy Gilbert ⚓️ @roygilbert]

@BullandBaird @miamiuniversity How does that reconcile with this data that indicates 41 CEOs in the F500 have degrees from Harvard?
https://t.co/IJ1u9MQGA3

[Roy Gilbert ⚓️ @roygilbert]

@QuakeNinja58 @MarvelVerse___ @DanielRPK Wait until you hear about who Chris Evans played after he was Johnny Storm...

[Roy Gilbert ⚓️ @roygilbert]

@ViceApologist My favorite movie. Really wish there was a cut that started with this and also had the Directors Cut music at the climactic shootout.

[Roy Gilbert ⚓️ @roygilbert]

@awstar11 @KenGardner11 Haha lol fair enough

[Roy Gilbert ⚓️ @roygilbert]

@KenGardner11 @Neoavatara @awstar11 I used to run support for a large email provider and they did exactly the right thing. You’d be amazed at how social engineering is used to hack into random email accounts.

[Roy Gilbert ⚓️ @roygilbert]

@KenGardner11 @Neoavatara @awstar11 Not intending to be rude but: It’s a free email account (and apparently low value to you). This is a case of you get what you pay for. In contrast, Apple makes massive margin and uses some of that to provide white glove service.

[Roy Gilbert ⚓️ @roygilbert]

@awstar11 @KenGardner11 …bots to do more basic tasks on phone/chat will make customer experience better, not worse. You prob have great experience with customer service bots already and you just don’t know it bc it just works :) and yes it’s cheaper. Which in the end is good.

[Roy Gilbert ⚓️ @roygilbert]

@awstar11 @KenGardner11 The most expensive thing is to lose a long-time customer bc you’ve pissed them off so much they drop out of your phone queue and then rant to their friends. So I’m just saying it’s not as simple as “they make it hard to call in for everything”. And ultimately…

[Roy Gilbert ⚓️ @roygilbert]

@awstar11 @KenGardner11 You want humans to connect live on real-time complicated problems. Most problems are easy to solve for the company but hard for the customer - so those need to be automated as much as possible. Getting this asymmetry right is a hard technical and process problem.

[Roy Gilbert ⚓️ @roygilbert]

@KenGardner11 @Neoavatara @awstar11 I’m very interested in the incident that triggered this. For professional reasons, of course. Also…Apple sees this as a huge driver in customer satisfaction and they have platform to make the multi-channel experience work profitably.

[Roy Gilbert ⚓️ @roygilbert]

@Neoavatara @awstar11 @KenGardner11 Not at any reputable company.

[Roy Gilbert ⚓️ @roygilbert]

@awstar11 @KenGardner11 Also, you’d be surprised. Many companies know the cross-pollination between phone and web using your phone number cross-referenced with your online login + cookie.

[Roy Gilbert ⚓️ @roygilbert]

@awstar11 @KenGardner11 Depends on the company I guess. But I’ve worked on this problem for a while and the best results come from meeting the customer where they are at rather than just hanging up on them. Give me an example of where you’ve felt offloaded?

[Roy Gilbert ⚓️ @roygilbert]

@awstar11 @KenGardner11 Not really. This would be a dropped call which in most companies would be a process failure.

[Roy Gilbert ⚓️ @roygilbert]

@KenGardner11 Authentication takes a lot of time for human reps (esp in healthcare) and bots are ideal for working through that process.

[Roy Gilbert ⚓️ @roygilbert]

@KenGardner11 Also a good chat bot can handle authentication and initial diagnostics while you are in queue to chat/talk to an actual human, saving the rep a ton of time.

[Roy Gilbert ⚓️ @roygilbert]

@USN_Submariner Only battle flag with a train on it 💥