A user submitted a support ticket yesterday. Here's how it went:
User
Subject: Action Required: RB2B is Offline
Body: you guys keep telling me that our domain is connected but we removed the code.
Me: What do you mean by "you guys keep telling me that our domain is connected"?
User
Hi! I reached out to your chatbot — this is what we keep seeing when we try to connect our domain. The last person left the company so I can't get into his account.
[screenshot showing they can't add their domain because it's already in use]
Here's what actually happened: The user knew the problem. Someone at their company already had an RB2B account using their domain. That person left. They needed access to the existing account.
But instead of saying that, they replied to an automated "your account is offline" email by saying we keep telling them their account is online.
Before this, they'd gone in circles with our AI chatbot because they never actually explained what they were trying to accomplish.
The real ask should have been: "Hey, our company has an account but the owner left. Can you help me access it?"
If a human can't clearly articulate what they're trying to solve, an AI doesn't stand a chance.
This isn't a hit piece on AI. Our chatbot is great for straightforward stuff. But it exposed something we don't talk about enough: most support issues aren't technical problems. They're communication problems.
The user had all the information. They just didn't lead with it. And no amount of AI sophistication will fix that gap — at least not yet. I can't wait for the day that it does.
So yeah, we're keeping humans around. Turns out they're pretty good at asking "wait, what are you actually trying to do?"
