I understand that the world is moving toward automation and that AI-driven support is the new industry standard. However, automation should be a bridge to a solution, not a wall to hide behind.
I have spent a significant amount of time trying to have a simple, two-minute conversation with a human being to resolve my issue. Instead, I’ve been trapped in a loop with a bot that lacks the nuance to understand my specific problem.
My feedback to Evri is simple: If you want to be a tech-forward company, make sure your tech actually serves the customer. When a customer has exhausted every automated path, there must be an easy, transparent way to speak to a person.
The current "Silly Bot" system isn't saving time; it's burning through customer goodwill. Be better, Evri. Fix the bot, or better yet, give us back the human connection when it actually matters.
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