Is this a bot I am chatting with?

Drop Cap
You get a response on that Twitter post complaining about a service or product from the company’s customer care cell. Feel relieved, somebody is listening after all.
Short-lived?
Corporate honchos need to kick in a major overhaul of the customer care and service deliverables, take the plunge in themselves, if need be. Because the system handling complaints and requests, both offline and online on social media, seems to be functioning rather by rote.
And it’s not only the hoi polloi who suffer.Even celebrities have to grin and bear with the standard, ‘go-pull-your-hair’ responses by the customer care executives and the people handling the social media accounts of most companies, which is evident from the experience with an airline shared recently on social media by film director, Satish Kaushik.
It almost seems as if these responses are coming from a bot.
Take for example a request for help from yours truly, made on Twitter after reporting a cybercrime on the 24x7 helpline of an e-wallet elicited a faint, useless response. The customer care Twitter handle of the e-wallet was quick to respond.
Whoever was responding took all details.
Someone had opened a postpaid account in my name, using my email ID. Now, this person had an overdue amount, which I was being asked to pay up in an email by an executive of the e-wallet.
After ‘validation’ of my ‘concern’, the customer care executive handling my request ‘found’ that the said account had been, in fact, created by me and that I had already “cleared the dues”. The person went on to say that if I wanted to close the account, I should “clear all dues” and then submit a request for closing it.
I explained that the account had not been created by me, but someone posing as me, using my email ID.
The customer care executive responded, saying that the account had been, in fact, created by me and that I had already “cleared the dues”. The person went on to say that if I wanted to close the account, I should “clear all dues” and then submit a request for closing it.
I was forced to pull my hair and ask: Is this a bot I am chatting with?
Guess what, the customer care executive responded, saying that the account had been, in fact, created by me and that I had already “cleared the dues”. The person went on to say that if I wanted to close the account, I should “clear all dues” and then submit a request for closing it.
So then, back to social media to share the experience. Looks like it is a policy most companies have, to take customers for granted.