🤖 When Automation Feels Like Talking to a Wall
In the last weeks, I have had two very different experiences with automations. In the first one, I chatted with a bot… and didn’t even realize it was a bot until the end. It understood my concern, guided me and actually helped me. It felt human—helpful, fast, and clear. Then, just llast week, I messaged another company, and it was the complete opposite. Endless loops, generic replies, and zero empathy. literally 6 times sent me the exact same text. It literally felt like talking to a wall. Here’s the thing: automation isn’t the problem. Bad automation is. When done right, it makes your client feel seen and supported... but when done wrong, it makes them feel IGNORED AND TRAPPEd.