When was your most recent customer support interaction?
Which channel best describes that interaction?
- Live chat on a website
- Chat in a mobile app
- Messaging app (e.g., WhatsApp, Messenger)
- Social media direct message
- Email
- Phone
- In‑store or on‑site
- Other
What was the main reason for contacting support?
- Billing or payments
- Technical problem
- Account access or password
- Order status or delivery
- Product information or setup
- Cancellation or return
- Complaint or poor service
- Something else
During that interaction, did a chatbot engage with you before you reached a human agent?
- Yes, and it resolved my issue
- Yes, but I asked for a person
- Yes, routed to a person automatically
- No chatbot involved
- Not sure
Which of the following occurred before you were offered a human agent? Select all that apply.
- Showed help articles or FAQs
- Walked through troubleshooting steps
- Asked me to rephrase or provide more detail
- Asked me to repeat information I already provided
- Suggested contacting later due to availability
- Promoted premium or priority support
- Presented a long form to complete
- Stated agents were unavailable
- None of the above
- Other
How easy was it to reach a human agent when you wanted one?
Please rate your agreement about the chatbot’s transparency and routing in that interaction.
Overall, how fair did the deflection and routing feel?
My preference (self‑serve vs. human) was respected.
How satisfied were you with the final outcome of that interaction?
After this experience, your trust in the company’s support:
Approximately how many minutes, if any, did you spend with the chatbot before reaching a person? Enter 0 if none.
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
- I am paying attention
- I am not paying attention
- Prefer not to say
Rank the top factors you value when deciding to use a chatbot.
Which region do you live in?
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
What is the highest level of education you have completed?
What is your current employment status?
In the last 6 months, how many times did you contact customer support?
How comfortable are you using digital chat or messaging for support?
What felt fair or unfair about how the chatbot handled escalation or deflection?
Max 600 chars
AI Interview: 2 Follow-up Questions on chatbot fairness and transparency
Thank you for your time—your feedback helps improve fair and transparent support.