Chatbots and Tech Support

I have some thoughts on chatbots and tech support. This will be short and maybe just some food for thought.

1. Chatbots in place of no tech support is a win (in general). Something is better than nothing, BUT:
2. It should be clear in every chatbot when you're talking to a human or a bot. No exceptions. Also, if a human is available, it should be possible for the user to request one at any point in the conversation.

Biggest counter argument

"If you don't know whether you're talking to a human, does it matter?"

I think it does matter. I will happily use a chatbot if it gets me the answer, but there needs to be an escape hatch for being able to ask a human (if one is available). Transparency goes a long way towards good will.