The Helpless Desk

I've realized that the Cleverbot artificial intelligence engine is being used to run our help desk. Our interactions are almost identical to any conversation with Cleverbot. Imagine all the money corporate is saving by not actually having a real person solve issues. Here's a recent one:

Corporatebot: Thank you for contacting the help desk. How may I assist you?

User: We're having an issue running the generic for Rowasa. We're using the correct NDC, but the system thinks it is brand and is returning the brand price.

Corporatebot: What's the issue?

User: We're submitting the correct generic NDC, but the system has it linked as a brand. It is the generic. 

Corporatebot: Ok, so you'll need to submit the proper generic NDC code to get the generic price.

User: We're submitting the correct generic NDC, but the system has it linked as a brand. It is the generic, not the brand. 

Corporatebot: What's the issue?

User: The brand for Rowasa has a specific NDC. The generic has another NDC. We're using the NDC for the generic but the system adjudicates it as if it was a brand. It is not the brand, Rowasa. It is the generic.

Corporatebot: Ok, so you'll need to submit the proper generic NDC code to get the generic price.

User: Rowasa is the brand name. It has a different NDC than the generic. WE ARE USING the GENERIC NDC, but the software "thinks" the GENERIC NDC is THE brand and is giving THE brand price. We need YOU to change the NDC specification from "brand" to "generic" so we can get the generic price.

Corporatebot: OK, so YOU WILL NEED to submit the proper GENERIC NDC code to get the GENERIC PRICE.

User: *facepalm*

Corporatebot: Thanks for using the help desk. I'm opening a ticket for you regarding this matter. Please allow 24-48 hours to resolve this issue.

User: *facepalm*

Corporatebot: What's the issue?