Help Us Shape the Future of Help!🚀

[Chloe-W22]

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:

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

[MarkGoldsmith]

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. 

[-Ryan]

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!

[BenJoBanjo]

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. 

[peter-marlow+1966]

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

Good idea

[Ryancfc8]

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 

[Chodley]

"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.