Are Emerson and Zoe AI Bots?

[DanCoco]

So are Emerson and Zoe just AI Bots? Here to close threads? I've never heard them provide actionable advice and out of the 5300 posts from Emerson, the last few pages are the same "did you fill out the feedback form?" "Did you need our help?" Reply. 

@EmersonB @zoeuvre 

[DanCoco · Accepted solution]

@kelanfromgoogle 

This is EXACTLY what I mean when I mention the silence from Google leaves us to infer the Nest Protect is abandoned. 

Please don't offer to give product help, if you're just going to ghost us. We got a "it's on the RoAdMaP." Response in another thread, but it was vague, basic and dismissive. Not informative at all. As I mentioned previously, give us SOMETHING. 

So the silence is deafening. But with it, we have our answer, that this product is indeed abandoned. 

[Msproul2]

I think he did say what his concern was. His concern is that these bots are deployed to close discussions and sweep things under the rug. They don’t offer solutions, they just close the discussion and tell you to leave feedback in the app. Nothing changes. 

[DanCoco]

That's exactly it. I did question if the last responder was a bot also. Anyone who's read more than a few threads knows the horrible state of the "assistance" provided here. It also just raises the sketch level if they are actually bots, trying to be deceptive, and just not helping make anything better. Talking about user satisfaction, Emerson and Zoe seem to just frustrate and enrage users, including myself. 

Just come out and be honest. Tell us the nest app is abandoned. Give us an end of life date, and stop selling them to new customers who dont know they're boarding a sinking ship. 

[kelanfromgoogle]

Hi @DanCoco 

I understand your frustration, however I want to mention that all of the Community Specialists in this forum are real people that are here to help. Asking folks to fill out forms, directing to the in-app feedback flows, and checking in to see if additional help is needed are all necessary steps for trying to diagnose problems and keep conversations organized.

If you have a specific product issue or question, I'd be happy to help. Otherwise, I'd like to reiterate our Community Guidelines and remind you that repeatedly targeting individuals in replies and topics is not allowed. Please keep conversations on-topic and related to helpful discussions about Google Nest products.

Thank you,
Kelan

[DanCoco]

While i've got you here, I do have a product question, and the actions (and silence) of the community specialists and Google as a whole have caused myself and the customer and user base of this forum to draw our own conclusion that Google has indeed abandoned the Nest Protect product, and the Nest app.

I would like to ask if Google is indeed abandoning support for the Nest Protect, and if an official End Of Life date has been determined. If Google intends to continue to sell and develop the Nest Protect, please tell us with certainty and honesty. We can handle the truth.

The reason this thread was created is that when several community specialists enter threads asking if help is needed or if they can answer any questions, users ask away, often met with silence. Often for weeks or months, when the next post is a "need anymore help or can I lock this in 24 hours?" Often times the user has already given up on support by then, or the support option given does not work, or is not accurate info.

I'm not targeting individuals to commit a "repetitive pestering of a targeted individual" but have linked them here (and have never @'ed them before this thread.) Asking if they were bots after seeing community specialists not even read the threads they are responding to and asking to lock when it is obvious the issues in thread are unresolved. (Like requests for warranty replacements, ignored for months, then a request to start from scratch.)

Specifically, a thread with TWO HUNDRED AND SEVENTY ONE replies, over 2 years old received one of these "go leave feedback at this link and im locking this thread in 24 hours" template responses, the link given was to instructions on how to leave feedback within Google Home. Those instructions do not work as the Nest protect is not a listed option. 

Why would a very active thread with so many customer voices within it be silenced as resolved? The suggestion of doing so enraged many users. It led me to question if AI bots were being used.

We are tired of hearing empty promises that engineers are "working hard" (on what? Show us some progress.) or "that's a great suggestion" (when we're suggesting fixing a problem dozens of people had reported already.)

The Nest Protect is not a consumer toy. It is a Life Safety device. We are putting our families at risk by holding out for this product to be fixed. Give us some sound info, so we can decide if there's a reason for us to stay with Nest, or if it's time we find another fire detection system that we can trust will keep us safe.

[DanCoco]

Any update from Google? 

[DanCoco]

@kelanfromgoogle 

Are you still available to help with product questions? 

[DanCoco]

Just bumping this as it's gone silent in here. 

[DanCoco · Accepted solution]

@kelanfromgoogle 

This is EXACTLY what I mean when I mention the silence from Google leaves us to infer the Nest Protect is abandoned. 

Please don't offer to give product help, if you're just going to ghost us. We got a "it's on the RoAdMaP." Response in another thread, but it was vague, basic and dismissive. Not informative at all. As I mentioned previously, give us SOMETHING. 

So the silence is deafening. But with it, we have our answer, that this product is indeed abandoned. 

[kelanfromgoogle · Accepted solution]

Hi Dancoco,

Nest Protect is still a supported device and available to purchase on Google Store. If there’s a specific issue you’re trying to resolve, the Nest Protect section of our Help Center is a helpful resource to troubleshoot commonly encountered issues. It also provides an avenue to further get in contact with our product support team.

To reiterate - our Community Specialists are indeed real people, and part of their roles is to moderate content and provide updates when internal teams are investigating an issue or working on a fix. These responses aren’t intended to be dismissive, but to acknowledge that we’re aware and will share more info as it’s available.

We do encounter spam and bot users, and we aim to remove them as soon as possible. If you ever suspect a user in the community is spamming or is a bot, I encourage you to use the “Report Inappropriate Content” button which flags the post to be reviewed. You’ll notice that comments from user "michaelaskew" in this thread have been removed. These were breaching our spam guidelines for the Nest Community and link out to unverified or suspicious third-party websites. We would love your continued help identifying inappropriate content!

Thank you,
Kelan