About bots and the quality of the boiler, in which I want them to burn, someday I will write a separate article.
Now is not about that.
I want to share the idea of “chat” in the economy class, when there is no money, but I really want to “revive” the feedback.
I will say right away that the described idea has not yet been implemented, it is such a gap for the future, therefore, the reaction of users, at the moment, is covered in darkness.
The functionality was developed for one specific purpose and for a specific category of users, therefore it is quite specific and not suitable for everyone.
To whom it suits, use, as they say, on health.
Background
Currently designing a mobile application for truckers.
Part of the functionality is already ready and put into operation. A significant part of the improvements is yet to come.
One of them: to enable the driver to inform the dispatcher about the problem in the flight and get feedback: the problem is accepted, I solve the problem, the problem is solved.
How is this happening now
The driver had a problem. He called or wrote, through the messenger to the dispatcher. He told what happened and where he was.
The dispatcher fixed the problem. Connected the necessary services. Made an additional series of other actions, depending on the situation.
He called the driver back (they’re not always called back, but it happens), reassured, reported that his problem was being solved.
When the problem was resolved, I called / wrote again and reported the result.
For example: help has left, wait.
What's up
The driver, through a mobile application, tells the dispatcher what happened to him, where it happened, whether he needs help, etc.
The dispatcher, in the personal account, saw a problem. I took her to work. I decided. I informed the driver. The driver saw the message in the application. All.
No calls or correspondence in messengers.
What is the difficulty
During the interview with the drivers, it turned out that when they got used to talking on the phone or writing messages, they were very skeptical about the future innovation, because of fears that they would not see or forget their message. And he will remain on the sidelines, broken and useless. There will be nowhere to call and write.
“Now I am writing and see how he (the dispatcher) is typing, which means he will answer soon. What about you? ”From this phrase the idea of "chat" was born. On the cheap. Since sawing a separate messenger or a full-fledged chat bot, God forgive me, there is no time.
What is the idea
When the driver sends a message about the problem, the next screen imitates the dispatcher dialing a message, similar to WhatsApp, for example.
I will not write much, but I will show the outline of the proposed process in the picture:
Each time the status of a problem changes, the driver sees how the dispatcher “prints” the message.
Provided that the application is open at this moment, naturally.
Outside the application, the change of statuses will take place automatically, so that they would go in an hour later and watch the dispatcher “type the message” “The problem has been taken to work”, there was no false impression that the line had just reached him.
If the screen with the problem is opened, the driver will see the whole “movement” of his problem online, so to speak.
Thus, I want to minimize the stress of the transition from the "live" chat messenger to the "soulless" application.
Let the driver live with the feeling that this is the same chat that on the other end of the wire the program does not display a standard screen, but a living person types a message.
Fears that the message will not be seen by SamGoKho themselves, should, if they don’t leave at all, reduce the degree of tension. I hope so.
By the way, in the development of such a thing will not gobble up a lot of sweat and blood developers. All she had to do was wait for her finest hour of testing.