Bjorn Says

Virtual Smart Agents … Smart To Use?

I know you’ve seen them, and I know you have an opinion. Everybody has an opinion on the VirtualSmartAgents. My dad has an opinion too, and I’ll get to that in a moment.

First though, if you don’t know what VSA’s are, they are annoying little popup-windows simulating a customer service representative wanting to give you a better deal than the one present on the page. The popups appear when you are about to leave the page, or atleast they are supposed to… In some cases I’ve stumbled upon, the script is set to show the popup every time the mouse pointer loses focus on the current page (as in your mouse pointer slides away from the browser window), which includes when you click a link. Not good.

The better ones won’t popup until you’re about to close the browser window (or tab if you don’t use an older browser), or hit the back button… I find these friggin scripts annoying. REALLY annoying! I wouldn’t be caught dead using them. I heard someone discussing how the “AI” in these scripts could be improved. If you ever hear anyone talking about VSA’s and AI in the same sentence, please slap them and tell them I said “ARGH!”

There is no Artificial Intelligence in the VSA-scripts (there actually is a javascript/java experimental AI implementation, but it’ll probably take several years ’til it can actually be used as a service representative), there are a set of phrases (answers) that are triggered by certain keywords/partial phrases (questions) making the VSA seem almost human if you by chance happen to type in a question and trigger the script to deliver a correct answer. Try rephrasing it and it’ll answer you completely different.

So, where does my dad come into this?

My dad is 63 years old and got his first computer in ‘96 (not counting the computer he bought for me ten years earlier). I wouldn’t go so far as to call him savvy, but he knows what he needs to know to use it for both work and fun. Popups tend to confuse my dad, but most of the time he figures out how to close it if it doesn’t seem legit. My dad loves photography, and he’s a good photographer. I set up a test-page promoting a non-existant product and showed it to my dad.

He read the sales-letter and seemed somewhat interested, but said “I’ll think about it and check it out later” after bookmarking it. When he went to hit the back-button, the VSA popped up, alongside a notification window asking if he really wanted to leave this page, phrased in a way to make him believe he had to click “cancel” to leave the page. He got a bit surprised and clicked cancel. Then he noticed the VSA “talking” to him. So he tried to communicate with it, starting with “hello who are you” and he got the standard greeting phrase, and a discount+bonus pitch. He tried telling the VSA he just wanted to go back to Google, and got the same pitch again. After a while he got really annoyed and simply closed down the browser, after me assuring him he didn’t have to buy to leave the page.

If that’s how you want to get customers, then go ahead and buy a VSA. Don’t be surprised by the large number of charge-backs and refund-requests when people figure out what happened though…

If you prefer people buying because they want and need your product, just forget you ever heard about the VSA’s - they’re not worth it.

My dad’s opinion? “If that thing was real I’d give it a head-butt“.

Take care.