Dialog with a robot

So I ordered one of these yesterday…

…and got a notice that said,

That was to my building in Manhattan: a three-story walk-up in a district that’s post-dangerous but pre-gentrified. In other words, safe; but not beyond worry that someone could walk off with a box on the steps that says Amazon on it.

We live on the top floor, so it took me a minute to get from my desk to the front door, where there was nothing. So I went to Amazon’s Contact Us page and got this:

Then, after I clicked on the big yellow button, a dialog ensued :

Hi! It’s Amazon’s messaging assistant again.
Amazon eero mesh WiFi system – 2 pack
Is this what you need help with?

12:49 PM

Yes, that’s it

12:50 PM

Messaging Assistant | Customer Service

Looks like this item was delivered on Tuesday, Jun 22.
Could you confirm what went wrong, so I can help?

12:50 PM

Didn’t get it

12:50 PM

Messaging Assistant | Customer Service

Sorry to hear that. Tell me a little more about what happened.

12:50 PM

Package never arrived

12:50 PM

Messaging Assistant | Customer Service

OK, looks like the delivery status may have been updated too soon.
The good news is it should arrive soon. Give us until end of day Wednesday, Jun 23.
Really appreciate your patience with this. Is there anything else I can help with?

12:50 PM

No, that’s all

12:50 PM

Messaging Assistant | Customer Service

Thanks for choosing Amazon. I’m here to help whenever you have an issue.

12:50 PM

Messaging Assistant has left. Thanks for contacting Amazon!

This kind of thing has happened before; not just with Amazon, and not just here. In fact, it has happened enough times for me to wonder whether there is a method to the madness.

I mean, is “the delivery status may have been updated too soon” an occurrence that’s common for a reason? Also, might that reason be technical, human, neither or both?

To be fair, this is not a big deal. Progress is how the miraculous becomes mundane, and this is a good example of it the mundane miraculous at work. “No sooner said than shipped” is the new norm. So are conversations with robots.

I’d love it if one could give me answers below, but that feature isn’t working right now. So feel free to tweet yours or something. Thanks!



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