How Government Agencies Harass Consumers through Endless Litigation
It is not for nothing that Indian courts are clogged and government is the biggest litigant. What is worse, the actions of government agencies in shirking responsibility for deficient service actually ends up harassing the people, tantamount to using public money with no accountability. 
 
Whenever a complaint is filed against a government department, the standard ploy to evade...
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Chatbots are dumb automated machines for most consumers: Survey
While chatbots can be fast and convenient to answer simple queries, most consumers still think they are dumb automated machines and prefer a human on the other end, a new survey from global software company Pegasystems revealed on Thursday.
 
Seventy two per cent of consumers generally find chatbots to be helpful to some extent but 58 per cent rank their chatbot experiences as merely "adequate" -- doing some tasks well and others poorly. 
 
Another 18 per cent grumble how chatbots are ineffective or even annoying and only 16 per cent gave their chatbot experience a high-quality rating, the results from 3,500 global consumers showed.
 
"As chatbots become more pervasive, the quality of the engagement has lagged significantly behind customer expectations," said Ying Chen, Head of Product Marketing, Platform Technologies, Pegasystems. 
 
Analysts expect chatbot usage to rise significantly in the next two years. According to Gartner, "25 per cent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two per cent in 2017".
 
The most popular chatbot use cases are tracking an order, finding basic information and asking basic questions.
 
While most brands claim Artificial Intelligence (AI) power their bots, consumers' top chatbot complaints include not enough smarts to effectively answer questions, lack of context in the conversation and robot-like engagement with few human qualities.
 
"To truly depend on digital channels as the first line of defence in customer service, smart businesses need to unite their chatbots with the enterprise systems that can do real work -- not just fetch bits of random information," Chen suggested.
 
At the same time, they must apply advanced artificial intelligence to deliver true personalized interactions in real time, Chen added.
 
Disclaimer: Information, facts or opinions expressed in this news article are presented as sourced from IANS and do not reflect views of Moneylife and hence Moneylife is not responsible or liable for the same. As a source and news provider, IANS is responsible for accuracy, completeness, suitability and validity of any information in this article.
 

 

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Paswan asks FMCG firms to use Hindi, regional languages on products
Union Consumer Affairs Minister Ram Vilas Paswan on Tuesday asked the fast-moving consumer goods companies to write the names of their products in Hindi and other regional languages.
 
Writing the names of products in Hindi and other regional languages, besides English, will bring about transparency and benefit consumers, the Minister said at an event here.
 
He also asked the FMCG industry to write the minimum retail price, net weight, manufacturing and expiry dates in larger fonts to bring about transparency. 
 
"(Accepted that) you cannot write everything in Hindi or regional languages. But at least you can write products' names. What is the problem with that?," he asked.
 
Disclaimer: Information, facts or opinions expressed in this news article are presented as sourced from IANS and do not reflect views of Moneylife and hence Moneylife is not responsible or liable for the same. As a source and news provider, IANS is responsible for accuracy, completeness, suitability and validity of any information in this article.

 

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