Hello! I have a bug report to make regarding function of in-game support system.
Expected experience: Opening a support ticket, getting a human with actual game knowledge that reads your issue and responds accordingly.
Actual experience: Outsourced people with zero knowledge of the game providing AI generated “support” and closing your ticket without further investigation, not even reading the entire ticket to make sure their ai response covers all of it.
How to replicate this issue? Open the in-game support menu and submit a support ticket and wait a couple of business days for an automatically generated response.
I know this is not the correct place for my own suggestions as that is it’s own forum, but I will make one regardless: Simply gray out the support button in-game with the hover text: “WoW does not provide support regarding in-game issues/bugs and the gameplay is provided as-is”. This would save A LOT of compute power and electricity from AI cloud services. While also tempering customer expecations compared to current prevailing expectations which are consistently failed to be met. A win-win-win.
All Blizzard support staff is in-house centered around their offices.
Knowledge is not required about the game to be a Blizzard GM. Only if the issue warrants it, they may be assigned to a specialised WoW GM.
No AI is used by Blizzard Support. You may see self-help functions but that is not AI at all, most CS departments who use some form of robot to assist are clearly marked as such.
Not to be confused with templated responses which are curated answer tokens to handle many similar questions across the line to cut down waiting times. Which is broadly used across the CS departments in any given field and was already here long before the advent of the new gimmicky “AI” insult going around nowadays.
You may re-open the ticket if you didn’t receive an appropriate response. Mind that they cannot do all things that customers expect them to do and feedback/bug reports are not handled by GM’s.
Because you did not list the actual subject that you have a problem with, only that you made a not funny skit about perceiving support as AI there’s not much I can further advise you here if your issue had a chance to be helped I’m afraid.
You contradicted yourself. Why wait a few days before sending you an “automated/AI” response if that can just be done in seconds? Or will ChatGPT wait a few business days before answering you? Please try that at ChatGPT for a live test of your proposed theory.
people without knowledge about the subject matter at hand, is what leads people to think like it is by AI (I thought so too, until what you just wrote).
To be fair, the person did write:
which clearly details it as being people reviewing the responses, and you yourself mentioned a constant issue with CS in “every field” as you put it:
meaning there is a queue that pushes back that handling of cases by people, even when they use AI-generated responses, or what in this case is apparently purely templated responses used by humans (I could’ve sworn it was just a very basic AI trained to respond the same with very poor training in recognition of what issues are about though).
Artificial delay on responses to make it appear to be done by a human, isn’t really hard to mimic either.
Anyway, so people without subject matter knowledge and there being templated responses used by such people, and knowing how CS is handled in “every field” so to speak, it’s not hard to imagine that there’s an incentive to reduce wait times at the detriment of the consumers. It’s not like people without subject matter knowledge would care how it impacts consumers since they don’t even understand the consequences of it.
It isn’t really hard to imagine why there’s such an over-reliance on the templated responses, which you can see pop up here and there on the forum pretty often with people bringing up examples of when it goes so terribly wrong.