eBay jumps on the virtual help bandwagon


National Australia Bank isn’t the only
major site looking to use automated chat services to handle common
eBay is also continuing with its trial of “Emma”, a virtual
agent who is “able to answer the most frequently asked
questions”. Presumably she’s getting a lot of queries about how
to set up PayPal right now. For eBay, this is almost certainly a good
thing: the site has virtually no support staff in Australia
(certainly none for the average punter), so anything that speeds you
forward in the queue for US tech assistance has to be helpful.


  • I’m already feeling the lack-of-customer-service pain. This whole plan will be fine, so long as they don’t force you to talk to the machine before being allowed to contact a real human.

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