A UC Riverside student research project
Press 0 to reach a person.
A UC Riverside student study of how customer-service bots work for the people who use them. Tell us how it went.
RedditLive count
… public Reddit posts analyzed
across … subreddits, Jan 2024 - Jan 2026
See what Reddit told usLoading Reddit highlights…
Public Reddit posts, Jan 2024 - Jan 2026, "Stated only". Separate from survey responses. Reddit posts over-represent strong, mostly negative opinions. Compare patterns and rankings, not raw levels.
Most common problems in public Reddit posts
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From … customer-service-bot posts on Reddit, Jan 2024 - Jan 2026, coded by Press Zero. Separate from survey responses. See what Reddit told us
"Stated only". Reddit posts over-represent strong, mostly negative opinions. Compare patterns and rankings, not raw levels.
Survey responses (separate)
Most-reported problems in the Press Zero survey
- 1Only partly solved it7 reports
- 2Couldn't solve it6 reports
- 3Made me repeat myself5 reports
Current research round
Round 1: Can you reach a human?
When a bot can't help, how hard is it to get to a real person?
Our first research round focuses on human access, the most common complaint we hear. Every rating this month helps answer it.
See what people told usThe Bot Gap Index
Eight things a bot can fail to give you.
Human Access
Could I reach a real person when I needed one?
Understanding
Did it understand what I was asking?
Resolution
Did it actually fix my problem?
Effort & Time
Was it quick, or did I go in circles?
Honesty
Was it clear it was a bot, and honest about its limits?
Accuracy
Was the information correct?
Respect & Care
Did it treat me like a person, not a ticket number?
Privacy & Control
Did it respect my data and my choices?
Find your bot
Share your experience
Individual customer experiences, not verified by the companies involved and not a judgment of any company.
- AmazonAmazon Customer Service Chat · Retail / e-commerce1 responsesShare your experience
- American AirlinesAmerican Airlines Virtual Assistant · Airline / travel0 responsesShare your experience
- AT&TAT&T Chat Assistant · Telecom0 responsesShare your experience
- Bank of AmericaErica · Banking / finance0 responsesShare your experience
- California DMVMiles (DMV Virtual Assistant) · Government0 responsesShare your experience
- Capital OneEno · Banking / finance0 responsesShare your experience
- ChaseChase Virtual Assistant · Banking / finance0 responsesShare your experience
- Comcast XfinityXfinity Assistant · Internet / cable1 responsesShare your experience
- Delta Air LinesAsk Delta · Airline / travel0 responsesShare your experience
- DoorDashDoorDash Support Chat · Food delivery0 responsesShare your experience
- GEICOKate (GEICO Assistant) · Insurance0 responsesShare your experience
- IRSIRS Voice & Chat Bots · Government0 responsesShare your experience
- Southern California EdisonSCE Virtual Agent · Utilities0 responsesShare your experience
- SpectrumSpectrum Virtual Agent · Internet / cable0 responsesShare your experience
- T-MobileT-Mobile Support Bot · Telecom0 responsesShare your experience
- United AirlinesUnited Chat Assistant · Airline / travel0 responsesShare your experience
- VerizonVerizon Virtual Assistant · Telecom0 responsesShare your experience
- WalmartWalmart Customer Care Assistant · Retail / e-commerce0 responsesShare your experience
- Wells FargoFargo · Banking / finance0 responsesShare your experience
Can't find your bot?
Add it and share your experience