My suggestion is to entirely stop AI in the chat. Some folks, myself included, prefer to START and finish a conversation with a human. I found the AI chat consistently annoying and taking time away from getting the answers I am looking for. I enjoy the human interaction and speed in responses. Thank you, Samuel
One hundred percent agree. I contact HubSpot support for two reasons, and the chatbot is nothing but a hindrance in either situation.
1.) I have a question I wasn’t able to answer by searching online. Since the AI text generator is pulling from the same material, I have to wait for it to spit back all the information I just looked at that didn’t answer my question before I can talk to a person and actually start solving the problem.
2.) I need HubSpot to unbounce a contact that has bounced for a second time. This happens a lot for us because we have a paid email subscription that delivers daily industry news. I can only unbounce contacts once, and if they bounce a second time I have to get HubSpot support to do it; I know that. The AI text generator doesn’t know that. I have to wait for it to tell me how to unbounce contacts that have bounced for the first time before I can talk to a person who can help me. Last week I tried to avoid this by just submitting an email ticket instead of going through chat. Then I was emailed an AI-generated response telling me how to unbounce contacts (if they’ve bounced for the first time. Which is not what I’m asking about, and not something I can do when they’ve bounced for the second time). And then it’s on me to reply saying that didn’t answer my question, so I know my question isn’t even in the queue to receive real support until I see the AI email and respond. Augh!
HubSpot’s customer service staff is so exceptionally helpful, smart, and fast. It used to be really encouraging to know that when I had a problem, I would get quick, courteous, useful support from them. Now contacting HubSpot support means going through unhelpful auto-generated responses first, so I know going in that it’ll be a hassle. It’s an aggravating first point of contact and a real downgrade in service.