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Originally Posted by The Man in Seat 9A
(Post 37170464)
Here is my chat approach: I write up my whole problem including Confirmation Number (s) and my full name. I then copy it and I paste it for every response. Any time they ask Did that resolve your problem? I hit no. Once the chatbot says it is transfering me to a representative I have to paste twice more once when it says "So and so will arrive shortly plese describe your issue" and then once when the agent actually comes on line and says How can I help you? It's a drag, but it works every time and usually takes less than five minutes to get to an agent with very little work from me.
Also, I am an Apple user, instead of launching through the app I search United in my iMessage history and I go back to the last conversation and just type Hi or Hello, that gets me to the chat bot, then I paste my issue. I find that using this method I solve most issues faster with less full brain involvement from me than a call to the 1K line. I use 1K line for the most complex problems only. |
Originally Posted by txaggiemiles
(Post 37170713)
Love your approach. Searching iMessage is genius too.
of course, anything beyond very basic I want to call for. |
Originally Posted by The Man in Seat 9A
(Post 37170654)
That's why I do the method I laid out above. I have the entire request typed up and have to feed it to the bot at least three times, but I don't get these kind of nasty responses along the way.
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For an example, here is my latest conversation with the Bot:
Me: Hello? Bot: Hello and welcome to United Airlines! How can I assist you today? Me: I am on a flight with a colleague on a different reservation. I would like to get him an Economy Plus seat assignment please. My name is Homer Simpson My confirmation number is ABC123. His name is Chief Wigam. His confirmation number is DEF456. Bot: To assign an Economy Plus seat for your colleague, Chief Wigam, he can purchase it during the booking process or at check-in if he's on a Basic Economy ticket. Specific seat assignments depend on availability at the time of purchase. Did that resolve your question? Me: Selected Option: No, I need more help Bot: To connect you to an agent, is your trip entirely within the U.S, Canada and/or Mexico? Me: Selected Option: Yes Bot: OK! Our current wait time is about 20-30 minutes. Given the current wait time, would you still like to connect with one of our experts? Me: Selected Option: Yes Bot: Thanks for waiting. Please provide your confirmation or reference number, full name and a sentence summarizing the assistance you need. You are now placed in queue. Thank you, in advance, for your patience Me: I am on a flight with a colleague on a different reservation. I would like to get him an Economy Plus seat assignment please. My name is Homer Simpson My confirmation number is ABC123. His name is Chief Wigam. His confirmation number is DEF456. -3 minutes wait- Bot: Almost there! Once connected to Lisa S., they’ll review your details and respond in a few minutes. 1 minute wait- Bot: Hello. We appreciate your business. Actual agent (I think): I have here now the confirmation number. May i have the passenger's full name and email address for verification purposes? Me: *Redacted* Actual agent (I think): Could you please provide Cheif Wigam's email address? Me: *Redacted* Actual agent (I think): Thank you. Let me pull up the record. As i check it on here you have row 7A and I believe that will get him the 7B? cost for that seat will be $82.76 Me: Can you give him 11A please? So he won’t be in a middle seat. I am trying to get it for free for him since I am 1K Actual agent (I think): Sure, let me check. I can now assign him to seat 11A. one moment please.I have successfully assigned him to seat row11a. You may now check the updated seat assignment on the app or website. Total elapsed time: 19 minutes Aside to TrayflowInUK - United claims that the chat line for 1Ks is separate, better bots (jk) and better agents. |
Love the type + copy + paste approach!
Thanks for the recommendation. |
Having done this a ton recently, I had success with typing "I tried to change my flight for itinerary ###### online, but it didn't work. Need agent." and then it didn't bother me to try online anymore.
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Originally Posted by The Man in Seat 9A
(Post 37170464)
Here is my chat approach: I write up my whole problem including Confirmation Number (s) and my full name. I then copy it and I paste it for every response. Any time they ask Did that resolve your problem? I hit no. Once the chatbot says it is transfering me to a representative I have to paste twice more once when it says "So and so will arrive shortly plese describe your issue" and then once when the agent actually comes on line and says How can I help you? It's a drag, but it works every time and usually takes less than five minutes to get to an agent with very little work from me.
Also, I am an Apple user, instead of launching through the app I search United in my iMessage history and I go back to the last conversation and just type Hi or Hello, that gets me to the chat bot, then I paste my issue. I find that using this method I solve most issues faster with less full brain involvement from me than a call to the 1K line. I use 1K line for the most complex problems only. |
Try swearing at it?
like “I want speak to a f&@king agent” seriously, I was getting the runaround with an American Express Chatbot, and as a joke since I was in the office with colleagues, I decided to swear at it, and surprisingly it instantly connected me to a human. Everyone in the office burst out laughing. |
Originally Posted by mfirst
(Post 37176722)
Try swearing at it?
like “I want speak to a f&@king agent” seriously, I was getting the runaround with an American Express Chatbot, and as a joke since I was in the office with colleagues, I decided to swear at it, and surprisingly it instantly connected me to a human. Everyone in the office burst out laughing. |
dkc192 - true, but then you can always apologize to the agent and be nice to them?
unfortunately, this is very quickly how the world is evolving.... |
Originally Posted by dkc192
(Post 37204810)
I've thought about this on more than one occasion, but paused when I realized that the agent I eventually get connected to is or might be able to see some or all of my chat history with the bot. I didn't want them to inadvertently think that my "F U" to the bot was directed at them.
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United Chat Funtion
Has anyone found that generally it takes a really long time (usually enough for me to get auto logged out) to engage with the chat feature to resolve issues? I assume they are balancing multiple customers at the same time, but simple to even medium requests can take about an hour.
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Originally Posted by sfnats
(Post 37503721)
Has anyone found that generally it takes a really long time (usually enough for me to get auto logged out) to engage with the chat feature to resolve issues? I assume they are balancing multiple customers at the same time, but simple to even medium requests can take about an hour.
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Here is how every chatbot request starts for me:
representative representative representative representative |
I had to use it today (FWIW to fix a redeposit of miles for four cancelled tickets back in November where I only got three automatically credited back and was randomly shorted one of the refunds).
The AI gave me the same wrong answer thrice and then finally a potty word from me got me to a real person who then had to transfer me to another agent who was a mileage specialist that then fixed it in less than a minute. Maybe telling it to {redacted per forum rules} front is my best option in the future lol |
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