Chat is not the same anymore, and not for the better.

[VGCgroupie]

So lately chat has been different for me. Has it been for you? It starts off as if I am not a member logged into the site. Once I say I am member it has to transfer me. This time the agent honestly was not great. Answering questions as if they were just reading a script and not actually reading my question to see what exactly I was asking.

I asked about cancellation timeframes and point forfeiture and holding and the agent responded with "I'd be happy to assist. First to clarify are you looking to book a Disney Vacation Club Resort stay"?

What???? So I asked "is this Member Services"? and they responded with "Yes, I'm here at Member Services" So I asked my question again which was
"What is the last time/date I can cancel a reservation and not forfeit points? I see the site says 1 day prior but can you give me an example and the cut off time"

The response I got "With regards to cancellation windows and such it does vary depending on what you are booking. What is it that you are looking at booking"?

This is just so crazy and I hope this is a fluke and not the new normal.

 

[RivGirl]

Sounds like they have an AI chatbot powering the front lines. Boooo.

Perhaps you should ask point blank it if it's a real human, and whether or not you can be connected to one.

How might a cancellation window "vary" depending on what you are booking...?!

 

[VGCgroupie]

Sounds like they have an AI chatbot powering the front lines. Boooo.

Perhaps you should ask point blank it if it's a real human, and whether or not you can be connected to one.

How might a cancellation window "vary" depending on what you are booking...?!

Right I was like whatttttt. Finally after 2 more attempts I finally got my question answered, but now I don't even know if it's true.

 

[reddog21]

It's an AI chatbot, It will get better as it ages. There not all bad.

One of my coworkers used the "chat" on sirusxm and it worked flawlessly he said. Withing 2 attempts it matched his rate with the previous rate.

 

[VGCgroupie]

It's an AI chatbot, It will get better as it ages. There not all bad.

One of my coworkers used the "chat" on sirusxm and it worked flawlessly he said. Withing 2 attempts it matched his rate with the previous rate.

Not a fan. I don’t want a chat bot helping me with my account. What if I had wanted to modify a reservation? My choice in the beginning selection was “my reservation”

 

[Sandisw]

I had to chat last week to get a merge completed and it seemed like a real person.

It asked for my name, then got the list of what I was contacting them about, and then routed me to what I believe was a person.

 

[reddog21]

Not a fan. I don’t want a chat bot helping me with my account. What if I had wanted to modify a reservation? My choice in the beginning selection was “my reservation”

why? If it's efficient at it, what's the difference. I have gone around and around with actual human beings, I'm not sure your losing anything with AI.

 

[PolyRob]

In the past at busy times I have been told MS chat was too busy and I needed to call. I wonder if the AI chat bot is being used rather than telling people a MS CM isn't available via chat and you need to call?

I need to try chatting the next time MS is open!

 

[VGCgroupie]

why? If it's efficient at it, what's the difference. I have gone around and around with actual human beings, I'm not sure your losing anything with AI.

Well first off I had chatted and asked to cancel my FW prior to booking and I was given bad info, I didn’t realize it at the time but I now realize it was likely this AI thing. Fast forward and my FW got booked to I had to chat in again to cancel. So it’s making me waste more time.

You can like it, but I don’t plain and simple. This convo I had with the bot should’ve taken 2 min max and it took 10 minutes. I shouldn’t have to reiterate what I’m asking. This is not Disney level service period.