When Octopus reply to emails and miss the point - is it a Bot reply?

Mum161111

Yes, Gerry 1.  It may be that inherited customer service teams had different standards from Octopus Energy's original highly rated customer service standard. 

Spoonie_Turtle

Mum161111 said:

If it happens again it would seem reasonable to reply with exactly the same questions but in the first sentence put something like:  "I'm sorry you did not seem to answer my questions and hope you can help me with my questions : .... then copy the earlier email questions??

Yes definitely.

I think one time I said something like 'either this was an AI response or someone's had an off day because … ' and then went on to ask again.

In my experience it seems the bot picks up on key words and responds accordingly, even if useless.  (I guess a more 'intelligent' AI would be both more expensive and more prone to giving actively bad advice rather than just being useless.)

weeyin_3

Octopus broader group Scotland applications for WHD now open

Mum161111

Thanks very much for the "heads up" weeyin_3. 

I know applications will take time to be approved or referred for audit. 

If you hear anything please post to keep us updated of any progress to let us know and I'll do the same.

weeyin_3

My WHD has been approved and credited to my energy account today

wrf12345

If you keep replying, incorrect or wrong info you may be taken up the food chain until a real human answers but it will take days and days as they don't reply immediately...

Mum161111

weeyin_3 said:

My WHD has been approved and credited to my energy account today

Warm Home Discount Broader Group (Scotland)

I've just received an email from Octopus to say that my application has been approved. I have not logged in to my Octopus account yet but the email says the payment is there.  I really am very pleased and it will definitely make a difference.

Thank you for letting us know, weeyin_3.   It prompted me to check.  It is welcome news and very much appreciated.. I have logged in now and the very much appreciated £150 is in my account.

mac.d

Yes thanks weeyin_3, I'd just checked this last week for the person I help support and a month on since applying, the money is in his Octopus account. Gives a much needed boost to his winter heating budget.

quartzz

that is an interesting article and a good topic question

"[chat GPT] doing it with an 80% satisfaction rating. Humans get 65%"

sorry I'm just not sure I believe this. if there are other factors involved...like a human needing 5 days to reply, and a bot doing it instantly. but 80% is horrific. if that's 100,000 people that means 20,000 thought it was rubbish.

I'd also never suggest they fudged some figures because they want to use automation. ("it was actually script 70%, humans 75%, but don't tell anyone that" - type thing)

and if you were given questionable information from a script, how would you know it is actually questionable....because you wouldn't have reason to question it. anyway. getting into ambiguouities. ah. whatever. opinions opinions. nice consideration though. "was this reply from a script, even though it sounded human and said "love and power, David or Kerry" at the end of it". I swear we didn't have this issue before the internet. or maybe we did.

bob2302

quartzz said:

that is an interesting article and a good topic question

"[chat GPT] doing it with an 80% satisfaction rating. Humans get 65%"

sorry I'm just not sure I believe this.

I don't think it's all that surprizing because the humans rarely have much actual expertise. They are largely being used to implement 1970s style AI.