Upgraded Kaspersky Online Chat tool, automated INC generation, poorly developed

[Flood and Flood's wife]

Hello Kaspersky Russia, @Igor Kurzin, @Anton Mefodys, 

The upgraded Kaspersky Online Chat, has a number of problems:

1. If there’s an existing INC, even when the Kaspersky Customer enters the existing INC in the 3rd OLC screen, the automated tool has [a] already created a new INC, after the chat is complete, the automated system sends the Customer an automated email with:

“Dear customer,
Thank you for contacting Kaspersky Lab Technical Support.
The following request was registered:
ID INC0000123xxxxx 
INC0000121xxxxx
Please note: business hours of our technical support are different for various regions. More details for your region can be found here: http://support.kaspersky.com/b2c />We will do our best to respond to your request as soon as possible.

To add new information to your request or ask additional questions, you can simply reply to this e-mail leaving the subject line unchanged. This email was generated automatically.
Best regards, Kaspersky Lab Technical Support”

Note INC #s modified to protect our privacy. 

&

When the web email team close the superfluous INC, (after being told in no uncertain words, the new automated system is rubbish) , the automated system sends the Kaspersky Customer, two more automated emails for the same superfluous INC:

• An email advising the superfluous INC has been closed. 
• A “Rate the work of Technical Support” survey email. 

2. If, during an OLC, a Kaspersky Customer uploads an file that’s larger than the allowed file size, a “failed upload” window pops up - there is no X, to dismiss the popup → the popup cannot be removed, until or unless, the Kaspersky customer tries another upload, at which time, a delete icon appears beside the failed upload. 
3. There’s a v that will reduce the size of the popup, however, the reduced popup blocks the next following reply the K agent makes, the only way for the Kaspersky Customer to view the reply, is for the K agent, to do a second reply of …. or xxxx (a blank reply) to “push” his/her reply UP, so it can be seen by the Kaspersky Customer. 
4. The OLC no longer records the Customer’s name in the transcript; earlier this year there was a security breach, during troubleshooting, part of what shed light on the breach, was the “name” in the chat transcript, did not match the Customer name. 
5. The Customer has to enter their email 3 times - so much for automation. 

• We’ve queried some of these issues with the always reluctant web email team, we’re now handing it over to you guys, please fix, automation should not make life hell for your Customers. 

Thank you🙏

Flood🐳 +🐋

[Guest]

@Flood and Flood's wife  hello!

I have transferred this information to colleagues. 

Thank you for the feedback.

[Flood and Flood's wife]

Hello @Anton Mefodys, 

Thank you for replying and the action. 

Sadly, there’s more:

If an existing INC is entered, when the chat is initiated, OLC agents cannot see & do not know the new automated INC the “upgraded” wizzbang OLC has just created.

If the existing INC is closed, but the Client still needs to continue with OLC, after providing the Closed INC, some OLC agents are insisting on manually creating a new INC, despite the fact the automated OLC has already created a new INC → this makes sense, in as much as, the automated OLC tool has wiped out the new INC when the Client entered the old INC, however, it needs fixing → the Client is ending up with 3 INCs for the same issue:

• The original (now closed) INC.
• The new system generated INC.
• The new manually created INC.

→ there has to be form adjustment adding a field for existing INC → being fixated on protocol can be dangerous. 

It’s not up to the Client to provide the new automated INC to the OLC op.

OLC agent claiming they cannot see attachments uploaded when the OLC form is filled in & submitted for a new & or existing INC. The agents can see any uploads that take place during the chat. 

As per previous, the OLC tool is sending an email even before the chat has begun, then follows 2 more emails, our inbox is now full of Kaspersky OLC spam - 10 chats → 30 emails, yet for the Customer to get the email they really need - the chat transcript - they have to fill in their email 3 times🙄

For a tool that’s supposed to make things better for Kaspersky & presumably for Kaspersky subscribers → it not up to scratch. 

Thank you🙏

Flood🐳 +🐋