Thirty minutes talking to Sky’s AI, only to be told to contact Sky — which is precisely what Sky makes virtually impossible to do.
All I wanted to do was change my address so that I could add a new data plan.
After the usual maze of questions, repetitions and dead ends, the AI finally announced that it couldn’t help and that I needed to:
“Get in touch with us.”
Brilliant. HOW?
That is precisely what I have been trying to do!
There appears to be no obvious route from the AI conversation to an actual human being who can resolve the problem. Instead, I’m simply told to contact Sky and effectively deposited back where I started.
If the AI cannot perform the task, it should immediately transfer the customer to somebody who can — not waste half an hour before suggesting an apparently unavailable means of contact.
Perhaps Sky managers should be required to use their own customer-service system occasionally. I suspect the ability to contact an actual human would reappear remarkably quickly.
