Is there a new DVC Website 'Chat BOT'??

[bwvBound]

I had a very curious experience with the DVC Member Website Chat feature today. It felt like I was working with a highly skilled chat bot. The responses were too quick, too thorough and sprinkled with specific Disney humor in a way that might have slowed a human agent down. Check out the timestamps? (Names, email address and dates changed for privacy.)


Info at 15:04, Jun 3:
One moment while we route your chat to a Disney Vacation Club Cast Member.

Info at 15:04, Jun 3:
You are now chatting with Sanibel.

Sanibel at 15:04, Jun 3:
Welcome Home, Georgetta! I'm happy to help with any general vacation planning questions you may have! Chat is here for general questions and website guidance.

There are some things we are not able to assist with via Chat, but if I cannot assist, I'm happy to guide you in the right direction!

Georgetta at 15:05, Jun 3:
Thank you. May we combine my two reservations for VGC in Oct?

Sanibel at 15:05, Jun 3:
I'm happy to assist you with that! For October 16 - October 23, 2021, correct?

Georgetta at 15:05, Jun 3:
Correct. Thank you!

Sanibel at 15:06, Jun 3:
Hakuna Matata, you are all set! This can take up to 24 hours to reflect in your account when we assist via Chat, but no further action is required on your part. We will send you a confirmation email when it's done. Is somebody@gmail.com the best email to send that confirmation to?

Georgetta at 15:06, Jun 3:
Awesome. Yes, that is the best email address. Thank you.

Sanibel at 15:06, Jun 3:
My pleasure to help! Was there anything else I could assist you with today?

Georgetta at 15:06, Jun 3:
Nope, all good. THANK YOU!! This was quick and easy.

Georgetta at 15:07, Jun 3:
Have a great day!

Sanibel at 15:07, Jun 3:
Ka Chow, I always try to be fast like Lightning McQueen! My pleasure to help! Thank you for chatting with me today, Georgetta!

There is a survey after this chat, we do appreciate any feedback if you have a moment. If you have any further questions, we are open until 9 PM EST today to assist.

Have a magical rest of your Thursday!

Info at 15:07, Jun 3:
Thank you for contacting Disney Vacation Club Member Services and have a magical day!

 

[Sanwich]

I believe it could have been a real person, but many times CS reps on a chat service have tools they use to communicate more quickly with customers (or stick to a particular brand's image, etc.). So there is likely a list of pre-selected things they can choose to say at the press of a button. Just as an example, I recently had a chat with Bath and Body Works; they did similar things where they mentioned "scent X is their favorite" or "they recommend such-and-such product" before the chat was finished. That said, with today's technology, I suppose it could have been a bot as well.

 

[808blessing]

I had a very similar experience. Even with Hakuna Matata.
I think it is a bot or just preselected generic replies.

 

[Sandisw]

I had a very friendly person yesterday too with the different Disney references.

I wonder if they have added things that are common for the CM to just submit quickly. Merging may be one of those that when you asked and the CM could see your account, they just have an easy to to send the note to merge to reduce typing time for them?

 

[sethschroeder]

Is somebody@gmail.com the best email to send that confirmation to?

No wonder I get so much spam can you stop using my email address. Hahaha

 

[sethschroeder]

Maybe a chat bot that feeds info to an agent to complete.

If they could combine reservations automatically they would just add it to the site I feel.

 

[nlenguyen]

I believe it could have been a real person, but many times CS reps on a chat service have tools they use to communicate more quickly with customers (or stick to a particular brand's image, etc.). So there is likely a list of pre-selected things they can choose to say at the press of a button. Just as an example, I recently had a chat with Bath and Body Works; they did similar things where they mentioned "scent X is their favorite" or "they recommend such-and-such product" before the chat was finished. That said, with today's technology, I suppose it could have been a bot as well.

I use to work with a call center and when we were typing to the caller, we had premade lines and we could just fill in the blanks. It made it a lot easier when things got too repetitive

 

[zavandor]

Given their track records with IT, they must be foolish to let a chatbot meddle with reservations. Probably it's some form of smart canned response. Or some AI parsing what you typed and helped the agent with info. So as you typed "combine reservations" a window popped up for the agent to see your reservations.
It's good news if they've improved the Chat interface for MS.

 

[808blessing]

I’m going to try to combine on chat today and see what they say.

 

[KAT4DISNEY]

If the an automated chat could combine 2 reservations into one in one minute then they should just let it take over MS.

Probably a feature they turned on and added a lot of magical phrases so members would feel special about their contact with DVC.

 

[bwvBound]

Or some AI parsing what you typed and helped the agent with info. So as you typed "combine reservations" a window popped up for the agent to see your reservations.
It's good news if they've improved the Chat interface for MS.

Certainly good news!
The new dates (of the future "combined reservation") popped up too quickly to be a human scanning my reservations. Yes, must have been AI involved in that process ... which is, at least, a human-assisted BOT?

UPDATE: I received email confirmation of the newly merged reservation w/in a couple hours of the chat. Super great service!

 

[bwvBound]

I’m going to try to combine on chat today and see what they say.

Please report back!

 

[donaldducklover960]

This is so funny! I knew Sanibel, she used to be on the phones when you could dial extensions. (I miss that option..hope they bring it back) She helped us plan several of our trips and my grandson's 1st visit. we met her in the member lounge and she told us she was sometimes on chat. She is not a bot, just hysterical! She mentioned she typed very fast too. I will have to share this with her.

 

[808blessing]

Sanibel name looks familiar which explains similar statements.