I spent a morning in August screaming at an AI chatbot that can’t feel shame, and honestly, the bot won…not my proudest moment.
So, let me set the scene.
We are always trying out loads of new AI tools and one of the ones that I had 3 months of free access to was something called Fireflies.ai. It is an AI notetaker. There are tons out there, several I have already tried, but figured since I had free access through another paid service (I think it was my LinkedIn Premium, but who knows), I would try this one out to see if there is anything different.
The 5-Day Spiral of Tech Confusion
- I signed up on the 13th
- I tested it on the 14th
- Nothing special really. Does what other notetakers do. The biggest thing I didn’t like is that it joins as another participant, which I just find annoying.
- I received a charge on the 18th (keep in mind, this was supposed to be free for 3 months)
- I argued with their chatbot on the 18th
- I cancelled services, deleted account, received a refund on the 18th
Where Most Business Soul Goes to Die
A note about customer service before I move on to the moral of this story
My customer service experience with them was horrible.
Apparently, the whole reason I received a charge was because I added a team member (Damien) when it prompted me to.
- There was no notice on the website when I added him
- There was no email stating my account options had changed I would be charged,
- There was just nothing until a charge hit my bank account. Like WTF?
Then, when I attempted to make contact with them to find out what this mysterious charge was for (because at this point I had no idea why I was being charged), I had no choice but to interact with an AI chatbot….which quickly devolved into me resorting to an argument with said chatbot.
The Strategy I Completely Forgot
“To begin with the end in mind means to start with a clear understanding of your destination. It means to know where you're going so that you better understand where you are now and so that the steps you take are always in the right direction.” - Stephen Covey
If I had approached the situation having already fully decided I was cancelling my subscription and requesting a refund, I would have had an entirely different experience. Yet, I didn’t follow the advice from Stephen Covey and Carol Ann Lloyd (she says something along the lines of that you should start with what you want to get out of the conversation before having the conversation).
Alas, I went into the chatbot fired up with ooey-gooey human emotions and ended up in an unwinnable argument with a damn chatbot who could not give even the tiniest shit that I was upset with the company’s shady business practices.
Lessons for the Bored and the Burned
A few actually.
- For businesses
-
- Do better with your customer service.
- Make terms and conditions crystal clear.
- If you “employ” chatbots for your customer service, make sure there is a way for a disgruntled customer to get in contact with a real human.
- Don’t charge someone without their knowledge and permission….that’s just shady AF (and not the Slim kind either).
2. For users/customers - Pay attention to what you are signing up for - many times, the fine print matters (in this case, there was no print, not even the fine kind).
- Don’t expect to get anywhere in an argument with an AI chatbot….they DO NOT CARE.
- Use AI notetakers in things already embedded in what you use (think Google Meet or Zoom). The add-on ones are mostly junk and open up HUGE security vulnerabilities.
- In general → Start with the end in mind. This goes for just about anything, but especially when it comes to communication.
Ponder This
- Have you ever spent twenty minutes typing in ALL CAPS to a customer service window that literally doesn't have ears (and doesn’t care)?
- When was the last time you let a "free trial" turn into a surprise monthly bill because you forgot to check the settings?
Books/Newsletters
- 7 Habits of Highly Effective People - Stephen Covey
- How to Build Meaningful Relationships Through Conversation - Carol Ann Lloyd
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