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Thread: Hewlett Packard chat with an online Technician, AI?

  1. #1 Hewlett Packard chat with an online Technician, AI? 
    Forum Freshman grazzhoppa's Avatar
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    I saw a rumor that HP was willing to replace my model printer because of an issue with the printer carriage jamming, and I was directed to this 'Chat with an HP Online Technician'. From the start, the chat session seemed like one where the other person was really some AI, with preprogrammed responses.

    Here's a log of it, with some personal info editted out. I am Alan - the technician was Alex.

    Code:
    Chat Transcript Begins Here
    --------------------------------------------------------------
    
    Alex
    Hello Alan.
    
    
    Alex
    Welcome to HP Total Care for Deskjet Products.
    
    
    Alex
    How may I assist you today?
    
    
    Alan
    My Deskjet 3820 cradle is jammed
    
    
    Alex
    Alright.
    
    
    Alex
    Alan, I understood the issue.
    
    
    Alex
    Let us try to trouble shoot the issue.
    
    
    Alex
    please open the top cover of the printer and see whether the carriage is coming
    exactly to the center.
    
    
    Alan 
    It is not
    
    
    Alan 
    It is stuck on the far right
    
    
    Alex
    Alright.
    
    
    Alex
    Alan, it seems your printer is having a carriage stall.
    
    
    Alex
    However, I will provide the steps to resolve the issue.
    
    
    Alex
    I will share a page with you.
    
    
    Alex
    The page will appear as a pop up on the computer screen.
    
    
    Alex
    You can perform the steps online.
    
    
    Alex
    Shall I provide the page?
    
    
    Alan
    yes please
    
    
    Alex
    Alright.
    
    
    Alex
    http://h10025.www1.hp.com/ewfrf/wc/g...name=c00255558
    
    
    Alex
    Alan, did you get the page?
    
    
    Alex
    http://h10025.www1.hp.com/ewfrf/wc/g...name=c00255558
    
    
    Alan
    yes I did
    
    
    Alex
    Alright.
    
    
    Alex
    Please let me know once you have done with the steps.
    
    
    Alan
    ok, it'll take a bit
    
    
    Alex
    Sure.
    
    
    Alex
    Go ahead.
    
    
    Alex
    I will wait for you.
    
    
    Alan
    ok I did the steps
    
    
    Alex
    Alright.
    
    
    Alan
    and the carraige is still stalled on the right
    
    
    Alex
    Alright.
    
    
    Alex
    Let us check out some more steps.
    
    
    Alex
    Here are the steps:
    
    
    Alex
    1. Turn off the printer by pressing the Power button on the front panel of the
    printer. 
    
    2. Open the top door on the printer and leave it open. 
    
    3. Press the Power button to turn on the printer. 
    
    a. Printer activity continues for approximately 20 to 25 seconds (feed roller
    activity, alternating between turning forward and reversing). 
     
    b. After activity stops,  the Power light and Feed light (bottom two lights)
    will now be flashing.
    
    4. Pressing the Feed (middle) button results in activity and activity duration
    similar to the power up cycle noted above, with the Power light and Feed light
    continuing, uninterrupted, to flash in unison. 
    
    5. Pressing the Power button after step 3b,  have completed will immediately
    power down the printer with no further activity or flashing lights.
    
    
    Alan
    ok
    
    
    Alan
    done
    
    
    Alex
    Alright.
    
    
    Alex
    Still the carriage to the right side?
    
    
    Alan
    yes
    
    
    Alex
    Alright.
    
    
    Alex
    Thanks for trying all the steps.
    
    
    Alex
    As the solutions provided  did not resolve the issue, This issue requires on
    site diagnosis as it might be a equipment malfunction.
    
    
    Alex
    The issue seems to be due to Carriage Stall.HP has identified this issue with
    the printer and announced a special consideration for the customers.
    I am initiating the replacement of the printer for you.
    
    
    Alex
    Alan, I need some information to initiate the case.
    
    
    Alan
    ok
    
    
    Alex
    Alan, how is the printer connected to the computer?
    
    
    Alex
    Using the Lpt or the Usb cable?
    
    
    Alan
    right now, by parellel port
    
    
    Alan 
    lpt
    
    
    Alex
    Alright.
    
    
    Alex
    Alan, you will be getting HP Deskjet 5650 printer instead of the 3820 printer.
    
    
    Alan
    ok
    
    
    Alex
    To initiate this case  I would require the following information:
    
    Country:
    Email Address
    First Name  
    Last Name  
    Mailing Address  
    (including City,State and Postal Code) 
    Telephone No.  
    Product Serial No.(ex: MX23I5Q7B9)  
    Product Number (ex: C1234A)
    
    
    Alan 
    ok
    
    
    Alan
    country: ...
    
    
    Alan 
    email address: ...
    
    
    Alan 
    First Name: ...
    
    
    Alan 
    Last Name: ...
    
    
    Alan
    Mailing Address: ...
    
    
    Alan 
    Road I mean
    
    
    Alan
    Tele #: ...
    
    
    Alan 
    Where can I find the product serial number?
    
    
    Alex
    Alan, could you please confirm the address once again?
    
    
    Alan 
    ...
    
    
    Alex
    Thank you.
    
    
    Alan 
    product serial #: ...
    
    Alex
    You can find the serial and the product number located at the bottom of the
    printer.
    
    
    Alan
    yes I found it :)
    
    
    Alan 
    product #: ...
    
    
    Alex
    Thanks for all the information.
    
    
    Alex
    Please provide me two convenient time and dates to contact you.
    Alan, you will receive a call from our staff for the Credit Card number.
    It is for security reason. You will not be charged. 
    You will receive a printer from HP and you have to return the defective printer
    within 30 days.
    If you do not return the defective printer to HP then you will be charged.
    
    
    Alan
    Will I be reimbursed for the shipping of the defective printer?
    
    
    Alex
    No.
    
    
    Alex
    Both way shipping charges will be born by HP.
    
    
    Alan 
    Oh, so absolutely no charge to me in regards to shipping charges?
    
    
    Alex
    Alan, you can get the further information when you receive the call from HP.
    
    
    Alex
    They will provide the complete information you want.
    
    
    Alan
    ok
    
    
    Alex
    Right now I need two dates and times to call you.
    
    
    Alan
    monday, may 22 7pm
    
    
    Alan 
    saturday may 28 7pm
    
    
    Alex
    Thank you.
    
    
    Alex
    I have initiated the replacement process. Our concerned team will contact you
    and provide you all further information.
    
    
    Alan
    thank you
    
    
    Alex
    Are you satisfied with the chat session?
    
    
    Alan
    yes
    
    
    Alex
    A copy of our chat session will be e-mailed to you shortly.  You may also
    receive a chat survey in a day or two.We would appreciate your feedback.
    
    
    Alex
    Do not forget to give the feedback.
    
    
    Alan
    ok, thanks
    
    
    Alex
    We appreciate your feedback.
    
    
    Alex
    Thank you for using HP Total Care and providing us an opportunity to serve 
    you through Real-Time Chat.  
    
    Please contact us again if you require any further assistance. 
    
    Our exclusive Owner Services will help keep all of your HP and Compaq products
    up and running.  Please visit our Web site at: 
    
    http://www.hp.com/home/ownerservices
    
    
    Alex
    Bye Alan.
    
    
    Alan
    good bye
    
    
    Alex
    Good Night!
    His typing was incredibly fast, especially all those steps and stuff, it seemed generated by itself. I don't know if its AI persay, it might be a real person trained to talk and type in a very controlled way who is assisted by some script monitoring the chat session which puts the large pieces of text like at the end about the feedback and stuff.

    The beginning seemed weird where he said "Alan, I understood the issue." But where I typed in all my personal info, he understood the way I typed it. And I mispelled the word Road in my address, and he asked for me re-enter the entire address. That seemed weird.

    It might just be a well trained custom service representative aided by a script that inputs text for the technical stuff. What do you think?


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  3. #2  
    Forum Sophomore vslayer's Avatar
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    hmm, i called microsoft yesterday with a query about xbox games, and i got put through to a guy who spoke like a robot, i asked if he ws a recording, and almost starting abusing the yank bastard but fortuanely for him he convinced me in the next few statements


    and so the balance of power shifts...
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  4. #3  
    Forum Sophomore cleft's Avatar
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    With the internet, you don't know who you talk too. You can't see them. AI is something still around the corner but we approach it closer every day. Fuzzy logic, vague picture recognition, and increasingly more complicated programs all are begininng to blur the lines of what is and is not intellegent to someone that can't see or talk to the other end verbally. The telephone has been a great driver of the automated message and the blurring of this line also. Predominately those calls looking for directory information as a good example. Did you get the info from a real person or from a very good program designed just for that? Usually today you got it from a program.

    If AI is developed to the point of responce to people it will show up in just such sort of applications. When it reaches the level of doing what it should there won't be a question of if you talked to someone or a program. You will be firmly convienced you did.

    For now, it could well be you talked to someone of limited humor. Typing fast for such responces could well be a set sort of responces to hot keys. I am sure this guy has done a lot of these. Could well be his "techincal book of responces" includes the instructions to press F1 or some such and wait for a responce before continuing. In such a scenrio the type would appear almost machine like in speed as it would be.
    "Moral indignation is jealousy with a halo."
    - H. G. Wells (1866-1946)
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  5. #4  
    Forum Sophomore DEChengst's Avatar
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    Just provide us with the link so we can do some testing of our own. I'm sure they didn't program the thing to deal with a DEC worshipper who is angry because they killed off Alpha and Tru64 UNIX
    PDP, VAX and Alpha fanatic ; HP-Compaq is the Satan! ; Let us pray daily while facing Maynard! ; Life starts at 150 km/h ;
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  6. #5  
    Forum Sophomore DEChengst's Avatar
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    Quote Originally Posted by cleft
    If AI is developed to the point of responce to people it will show up in just such sort of applications. When it reaches the level of doing what it should there won't be a question of if you talked to someone or a program. You will be firmly convienced you did.
    As soon as AI is at such a high level you can't tell if it's a machine or a human the box has passed the Turing test
    PDP, VAX and Alpha fanatic ; HP-Compaq is the Satan! ; Let us pray daily while facing Maynard! ; Life starts at 150 km/h ;
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  7. #6  
    Forum Freshman arditezza's Avatar
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    With all the poor punctuation and capitalization, I don't think that it was an AI but probably a person in a third world country who gets paid $5 a day to post answers out of a book provided by HP.

    I call Computer Associates a lot for various problems with backups. Their first level technical support is in India and the support we get from them is atrocious. They are definately reading from a book, and it always makes me chuckle a bit when the tell you their name is Tom/Bob/Fred/John/Jim and attempt to cover up their accent. Funnier still was when they were reading from the same manual that I already had in front of my and I started reading it with them. They passed me to second level support that time.

    Microsoft hardware support is also in a very foreign country, and it depends on the product as to which nation you get on software support. Dell's support is also in other countries. For me, it gets a bit frustrating because I am an IT professional and have been through all the steps in the manual and don't want to repeat them. Thankfully HP/Compaq server support keeps my name and expertise level so that when I call I don't have to jump through hoops to get problems solved.
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  8. #7  
    Forum Sophomore DEChengst's Avatar
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    Quote Originally Posted by arditezza
    Thankfully HP/Compaq server support keeps my name and expertise level so that when I call I don't have to jump through hoops to get problems solved.
    I can't say that I'm very happy with HP-Compaq support. In fact it pretty much sucks a lot of the times I need them :/
    PDP, VAX and Alpha fanatic ; HP-Compaq is the Satan! ; Let us pray daily while facing Maynard! ; Life starts at 150 km/h ;
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  9. #8  
    Forum Freshman arditezza's Avatar
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    It's only good if you have a Carepaq. Everything else is worthless.
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  10. #9  
    Forum Sophomore DEChengst's Avatar
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    Quote Originally Posted by arditezza
    It's only good if you have a Carepaq. Everything else is worthless.
    We give a large sum of money to HP-Compaq every year so we get support. If only Carepaq is good I really don't want to know how expensive that would be.
    PDP, VAX and Alpha fanatic ; HP-Compaq is the Satan! ; Let us pray daily while facing Maynard! ; Life starts at 150 km/h ;
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