Ebay using a Turing?

Thank you for contacting eBay Account Security Live Help! Your feedback is important to us. Please take time at the end of this chat to fill out a brief survey letting us know how we did today.
10:51:42 SystemSystem
You are successfully connected to eBay Account Security Live Help. Please hold for the next available Live Help Agent.
10:52:17 SystemSystem
Larry has joined this session!
10:52:17 SystemSystem
Connected with Larry
10:52:22 AgentLarry
Hello and thank you for contacting Account Security Live Help, my name is Larry. Please give me a moment to review what you have already typed.
10:52:36 CustomerRuss_Mitchell
(Happy to hold)
10:54:07 AgentLarry
I understand your concern. One moment please while I review your account.
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  1. Looks like a cheap ELIZA knock-off to me…

  2. Chat software is equipped with “canned” answers that a chat operator can send with easy keyboard shortcuts to avoid pesky typing. For example, at the start of a chat, he may press control+1 on his keyboard and “Hello and thank you … what you have already typed.” appears magically on your screen whether you had typed anything or not. Moments later, after seeing that you didn’t type anything, he presses control+2 on his keyboard to send “I understand your concern. One moment please while I review your account.”. I can assure you that neither understanding nor an intelligent answer are part of the experience yet.

    Something like IKEA’s Anna is handier, quicker to respond, and just as likely provide a useful answer as one of these useless human-powered chats. The chat software is sold claiming that a single operator can help up to 6 people at once. Now you know why there are so many delays in between their vague, canned, clueless responses.


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