Non tech folks come up quite often: I disagree with that, chatbots often require talking to them in a precise language to find an answer or reply in a strange way if they don’t have an answer, I think that’s even worse for a non tech savvy user.
Also: what level of non tech savvy are we taking about? Test with some real users of different ages, I’m sure there’s something to be found that improves usability to a point that’s better than a bot.
Agree on the cost cutting though, if you don’t care about an individual user go ahead and waste their time. I’ve actually had enough encounters with the human counterpart of a chat bot that was equally unhelpful in resolving simple issues.
Also: what level of non tech savvy are we taking about? Test with some real users of different ages, I’m sure there’s something to be found that improves usability to a point that’s better than a bot.
Agree on the cost cutting though, if you don’t care about an individual user go ahead and waste their time. I’ve actually had enough encounters with the human counterpart of a chat bot that was equally unhelpful in resolving simple issues.