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Andrewr25
Aspiring Contributor

on ‎22-09-2021 14h25

2,345 Views
Message 1 of 3

61998

Is the 61998 an automated service by bt or monitor by a human? 🤔

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2 REPLIES 2
jac_95
Distinguished Guru
Distinguished Guru

‎22-09-2021 14h52 - edited ‎22-09-2021 15h02

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Message 2 of 3

Re: 61998

This is a chat bot where messages end up performing different actions based on key words and integrates back with BT's systems. Some may end up in a queue where an advisor will pick this up and some actions are all automated.

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Andrewr25
Aspiring Contributor

on ‎22-09-2021 15h39

2,315 Views
Message 3 of 3

Re: 61998

Thanks, i think some old msgs have just decided to automatically resend to bt so now it having a really confusing chat about a fault and an order i think, 😂😂 

Wonder if i said cancel handset order and proceeds with repairs would a human pick it up or would a bot get really confused 😂

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