A Letter From Our CEO

“If you hate chatbots as much as I do, raise your hand.” That’s the way I start presentations these days, talking about customer support technology. And it never fails. Most everyone in the room holds up their hand. Some wave back and forth. Often there’s a “Damn right!”

Why do we despise these things? Because they offer hope that we might get our questions answered—then they crush that hope. And they’re not very friendly while doing it. It feels like you’re talking to a robot—a not very smart one.

I was on Expedia recently, and needed the total dollar amount I’d spent on a recent trip: airline and hotel. I’d not been able to find the information by navigating the site. So I asked the chatbot, in plain English, and got this response:

Got it! Let’s get you help with your request. For all booking requests, please go to www.expedia.com.

What the hell? I wanted to slap the thing. I was already at that site, using that site’s chatbot!

Another was a shoe brand. I had questions, and went directly to the “Let’s Chat!” button. Instead of a dialogue box, it served up a list of twelve questions I could choose. Things like: “Do you offer gift cards?” My question wasn’t on the list—so no chat help for me.

Another one let me ask whatever question I wanted, but all it could do in response was serve up links to tech-support articles. None had anything to do with my question.

A luggage site’s chatbot served up this message: “Chat with us from 10am—6pm, ET, Mon-Fri.” Even their chatbot has banker’s hours?

We wouldn’t even need these things if website navigation was easy. We’d all be able—with a few mouse clicks—to find answers to our questions. But each website is organized differently. Haven’t we all experienced what I’ll call “website stress,” the frustration of having to figure the darn thing out? What is this company? What do they do? How do I get my question answered? Often the learning curve is made worse by movement on the page—graphics flying around, as if you’re attending a sound and light show.

I went to a site recently, needing only the hours the store was open on Saturday. I looked everywhere. Nope. They sure kept that information hidden. Finally I pulled up ChatGPT. “9am—12pm.” So I had to leave that company’s site, and go to another one, to get my question answered.

At least Amazon will get it right—that was my assumption. Their “Rufus” AI-assistant will often answer questions. But using it recently—in response to a simple query—it responded: “Sorry, I can’t process that request right now. Please try again later.”

These things tease you into thinking you’re going to have a real conversation with a knowledgeable human, or at least with a smart and friendly robot. But most interactions leave customers fuming.

And that’s why our team decided to launch AskAway. This product was designed from the ground up to bring a smile to customer’s faces. How?

By mimicking in all respects the interaction with a highly-trained, knowledgeable, friendly, and even empathetic sales person. Physical stores convert visitors to sales at an average 40% rate. Websites average 4%. A big reason is that salesperson. The best ones build rapport with a customer—because you buy from those you like, right?

That’s AskAway’s mission: not to be a low-information, people-skill-challenged chatbot, but an AI-agent trained to mimic an instore salesperson.

Ask it something about selling your recently-deceased grandmother’s brooch, and it will offer condolences for your loss. Explain a concern about a long scarf you’re considering buying, but are worried it will drag on the floor. AskAway will validate your concern sympathetically, and come up—on its own—with a creative solution such as possibly wearing high heels. Talk to it as a friend, and it will be there for you—but always (again, like a good salesperson) gently maneuver the conversation back towards the product you’re interested in.

You already have good salespeople in your store. AskAway delivers that same closing power on your website. Plus it speaks every language fluently, doesn’t keep banker’s hours, and it’s almost guaranteed to make customer’s smile.

Your company’s products and services are excellent. Don’t they deserve excellence in sales support?

We hope you’ll try AskAway. We think it will bring a smile to your face, too.