topic Re: Help Us Shape the Future of Help!🚀 in Account & Billing

Help Us Shape the Future of Help!🚀

Chloe-W22 — Wed, 16 Jul 2025 13:10:51 GMT

Hey everyone!

We’re working on something new with the Sky Assistant chatbot and we'd love to hear your feedback.

We are exploring a new direction for getting help, introducing a new feature we’re calling “Ask Me Anything”. It’s still early days, and we’ve got some initial designs we’d love to share with you specific to our digital assistant (chatbot). This is your chance to get a behind-the-scenes look at what the future of a digital assistant could look like and help shape it with your feedback.

🎥 Watch this short video to see the early concept in action using some conversation examples:

(view in My Videos)

We’re keen to know:

💬 What are your first impressions of this concept and these new designs?
❓ Is there anything confusing or missing from the experience?
🌟 What would make this your go-to way of getting help?

Your feedback could directly influence how this evolves so don’t hold back! Whether it’s a small tweak or a big idea, we’re all ears.

Thanks so much for taking the time to help us build something better, together.

-The Sky Help Team

Re: Help Us Shape the Future of Help!🚀

MarkGoldsmith — Wed, 16 Jul 2025 14:03:48 GMT

I think the UI could be improved slightly, with the responses from the bot appearing in a chat box with a different colour to the background or the white used to show the user's messages.

Looking at the examples provided, it can be quite challenging to determine when a new response has been provided by the bot or when an automated check/command has completed, as the way it displays simply appends it to the chat, making it appear as one giant paragraph.

Re: Help Us Shape the Future of Help!🚀

-Ryan — Thu, 17 Jul 2025 10:55:56 GMT

Thanks for the feedback 😁 really appreciate you taking the time to share it.

You've raised a great point about the clarity of the chat interface. It can definitely be tricky from these to tell replies apart when everything blends together. Making that clearer is something we can explore, so your input’s super helpful.

Thanks again!

Re: Help Us Shape the Future of Help!🚀

BenJoBanjo — Fri, 18 Jul 2025 10:56:39 GMT

I think chatbots can be useful but only in circumstances when they can understand people who are very poor at spelling and/or grammar.

I like the idea of being able to use the microphone on a mobile device to use the chatbot like Siri or Alexa and dictate what the problem is, but only if it's intelligent enough to understand what a stressed, often non-technical customer is trying to say.

I agree that a bit more differentiation of colour between the customer's chat and the bot's response would be useful.

Also, rather than inviting the customer to watch a video within the app to try and solve their problem it would be better if it were a series of prompts with images or animations which the customer has to follow step by step, confirming after each step, showing them how to reboot their Q box, reset their WiFi or connect their Stream puck for example. Breaking it down into simple stages which the customer can follow one step at a time rather than watching a video and trying to remember it or pause it every so often would be better.

I think it needs to be a bit more idiot-proof basically.

Re: Help Us Shape the Future of Help!🚀

peter-marlow+1966 — Sat, 19 Jul 2025 13:11:15 GMT

Looks good and could be very useful to help people with their problems, looks easy enough to use aswell

Good idea

Re: Help Us Shape the Future of Help!🚀

Ryancfc8 — Sun, 17 Aug 2025 17:14:22 GMT

How about if you say "Advisor" it connects you to a human or "phone number " it gives you sky's phone number not links to a help page that gives you a vague answer

Re: Help Us Shape the Future of Help!🚀

Chodley — Fri, 12 Sep 2025 07:52:39 GMT

"Causing some customers to loose the connection"?

Ahem

I wasn't surprised to see the bot couldn't fix a wifi issue 😉 but I am curious what it was rebooting on the sky side.

Re: Help Us Shape the Future of Help!🚀

Lawrence+cope — Sun, 12 Oct 2025 21:38:11 GMT

Don't know if this is what you may wish to hear..get rid of bots and put customer services back in Scotland.

Re: Help Us Shape the Future of Help!🚀

Pau4 — Tue, 20 Jan 2026 18:43:13 GMT

It's really great to finally see something like this from Sky but you need to make sure the Ai is powerful enough to understand personal context along with complex and detailled issues

Re: Help Us Shape the Future of Help!🚀

Westie76 — Fri, 13 Feb 2026 21:04:20 GMT

Chatbot is useless when I need answers. Live chat with an actual sky representative would be much better and improve sky's customer service.

Re: Help Us Shape the Future of Help!🚀

Stars100 — Fri, 27 Feb 2026 09:59:10 GMT

Your chat box is the worst thing I have ever used. All I want is to talk to a human. Give me a phone number.
if your website gave more info on how to change your sim when already with sky it would have been helpful.

do you automatically transfer the current number?

do you have to cancel the old sim or is this done automatically?

is this the right sim for my phone?

breakdown of what exactly sim gives you?

I am trying to get the feb 2026 deals and am finding that I cannot get this info even if I go into buying the sim.

to be honest been with you for 15 years and your service is terrible. Gonna find a different provider for my families phones.

ere t

Re: Help Us Shape the Future of Help!🚀

Westie76 — Mon, 09 Mar 2026 14:59:04 GMT

The new designs are fairly plain. Could be difficult to understand conversations properly.

Another consideration would be for those with Dyslexia, having a multi coloured screen could be confusing/ difficult for them. I would suggest a plain colour background to each chat box to help.

chat bots are not a great way to communicate as they dont always fully understand what consumers need assistance with and give general answers.

Personally I would not use a chat bot as from previous experience you go round and round in circles with no help. There has been a couple of issues I needed to talk to a human for but gave up because chat bots do not help.

There is nothing more helpful and understanding than a human to chat too.

People are becoming more and more less likely to chat on the phone and so live ultimate experience for customers would be Live Chat with a human being.

Re: Help Us Shape the Future of Help!🚀

Tommy2 — Tue, 19 May 2026 12:11:34 GMT

I think that having a bot like this would be really good, its really interactive too especially where it asks how youre connected to the internet. I think that this would imrppove customer experience and mean more queries/issues could be resolved without having to contact Sky customer service.

Re: Help Us Shape the Future of Help!🚀

jamie+edwards — Sat, 23 May 2026 03:57:59 GMT

stop using ai that is useless