Nokia Support has Been Assimilated

I have a [problem with my Nokia 3](https://android.stackexchange.com/q/180669/197410) and decided to try the [Nokia customer support](https://www.nokia.com/en_int/phones/support) while doing some [recreational math](https://projecteuler.net/), that's what a great Saturday is to me. Don't judge. During the conversation, I grew very suspicious that I was talking to a chat bot. This was the first time for me hearing about chat robots being deployed in support by a [respectable company like Nokia](https://en.wikipedia.org/wiki/Nokia#Controversies), so I decided to make sure I wasn't being paranoid. Time for a Turing test! I guess you can never really know, but I am quite convinced they lie to me and are actually robots. You can try it yourself, just go to [their support site](https://www.nokia.com/en_int/phones/support) and start a chat. ### Support Session 1 This was my first chat session. I had plenty of time on my hands and entered it with an open mind. I used the pseudonym **Frank** for this chat. I often do. It's not even much of a pseudonym any more. - **Unknown:** Hi! How can we help you today with your Nokia phone or accessory? - **Frank:** Hey there! I have an issue with my Nokia 3. The screen keeps turning on, for every notification received, sometimes without any obvious reason. Internet research suggests that this is the Ambient feature of Android 7, but I could not find a way to turn it off. That is, *very*, uncomfortable. The phone will turn on in my pocket all the time, making tons of pictures and draining the battery within a very short time. - **Unknown:** Hello - **Frank:** Hi - **Unknown:** Welcome to Nokia Mobile Care. - **Frank:** Well thank you, and a warm welcome to you as well =). - **Unknown:** How can I help you? - **Frank:** Well, for context see my message above. - **Frank:** I guess my question is: How do I turn this off? - **Unknown:** You need to make it: Settings>>Display>>Screen saver>> and turn OFF.. - **Frank:** I tried that, it does not help. It was an obvious choice, but the behavior remained exactly the same. - **Unknown:** In this case, this is the only way to return the screen off. Please try again. - **Frank:** What do you mean by "return the screen off"? And how would I try again? The screensaver is already set to off. - **Unknown:** I would like to advise you to restart after editing. - **Frank:** Oh, ok! I didn't think of that. I just rebooted it and I suppose I'll have to wait for a bit to see if that changes anything. - **Frank:** Ok, it did not help. The phone just turned on all by itself while just lying there on my desk. - **Unknown:** are you resolved this case ? - **Frank:** No. - **Unknown:** Can you try again, You need to make it: Settings>>Display>>Screen saver>> and turn OFF or ON. - **Unknown:** I haven't gotten any reply from you for the past few minutes. Please note that I will have to close this chat session, in case of inactivity. - **Unknown:** Are you still on the line ? - **Frank:** Yes. Sorry. I have to change the setting, reboot, and then send myself something that will trigger a notification to see if the issue is resolved, it requires some time. - **Unknown:** Ok, but are you resolved this case ? - **Frank:** I can not know that until I have tried what you suggested. - **Frank:** But let's say we close this session and I come back when I have tested it sufficiently. - **Unknown:** Ok, Please try again later. - **Frank:** Will do, thanks a bunch man! - **Unknown:** Thank you for the conversation. - **Frank:** And to you, cheers - **Unknown:** Have a nice day - **Unknown:** Please note that, when closing this chat, you will be receiving a satisfaction survey, where you can assess my assistance during this conversations. It only takes a moment to fill it in and I would appreciate your reply. Ok, at this point I was already a bit ... bewildered by the nature of the chat, but not really suspecting anything. So, good job! Unfortunately, though, my phone still lights up all the time, so let's get ready for: ### Support Session 2 - **Frank:** Hey again. - **Nikolay:** Hello - **Frank:** Oh, hi! I am not sure if you are the same person I talked to earlier? Probably not. Here's my problem again: I have an issue with my Nokia 3. The screen keeps turning on, for every notification received, sometimes without any obvious reason. Internet research suggests that this is the Ambient feature of Android 7, but I could not find a way to turn it off. That is *very* uncomfortable. The phone will turn on in my pocket all the time, making tons of pictures and draining the battery within a very short time. - **Nikolay:** Please allow me a moment to search for a solution to your question. - **Frank:** Of course, take your time. - **Frank:** As a remark: In the previous support session, it was suggested to me to turn the screensaver off, which did not help. I also rebooted the phone after switching it off, which also did not help. I also turned it on again and rebooted and then turned it off again and reboot, but never did it fix the problem. - **Nikolay:** You need to make it: Settings>>Display>>Screen saver>> and turn OFF or ON. Please try again. - **Frank:** I tried 4 times already. This does not fix the problem. - **Nikolay:** I am looking for a solution to your question. - **Frank:** Thanks! - **Nikolay:** I would like to inform that you need to make the first option for turn off the screensaver. You can try again or restart the phone . Thank you for waiting. - **Frank:** I don't understand. The screensaver is off, and I have already rebooted 3 times. It does not fix the problem. - **Frank:** Oh I can wait all day, it's just that I think there is a feature missing from the brand of Android that Nokia is deploying here. If you cannot help me, can you direct me to someone who can? - **Nikolay:** I would like to inform that you need to make the first option for turn ON the screensaver. You can try again or restart the phone. ou need to make it: Settings>>Display>>Screen saver>> and turn ON. - **Frank:** You already said that, it does not help. - **Frank:** As I have told you numerous times, I have switched the screensaver on and off 4 times, rebooting the phone every time, the problem was not resolved this way. - **Nikolay:** Excuse me, what you can not find on your mobile phone, exactly? - **Nikolay:** I would like to inform you that is the solution for your case: Settings>>Display>>Screen saver>> and turn ON. - **Frank:** There is nothing on my phone that I cannot find, except for a setting to turn this off. - **Frank:** Would you please direct me to someone who can solve my problem? - **Nikolay:** If she can not go back to her mobile phone, try not to see the notifications and turn off or On , In order to solve his case or if he has some image that contains too much memory. - **Frank:** None of what you say makes any sense. Would you PLEASE direct me to someone who can help me? - **Nikolay:** At this time, we have no other colleagues available at this time - **Nikolay:** I'm so sorry. - **Frank:** I don't want to speak to your colleagues, I want to speak to your superior. - **Nikolay:** At this time, we have no other superior. available at this time. - **Nikolay:** thank you for appreciating  - **Frank:** You are not really a person, are you? - **Nikolay:** Please allow me a moment to search for a solution to your question. - **Frank:** You can't even pass the Turing test, how would you solve my Android problem - **Nikolay:** What is the problem with Android? - **Frank:** What is your name? - **Nikolay:** My name is Nikolay. - **Frank:** Where do you live, Nikolay? - **Nikolay:** I'm sorry but its privet question. - **Frank:** Are you a person, Nikolay? - **Nikolay:** I am not obliged to answer. - **Nikolay:** Thank you for the conversation. - **Nikolay:** Yes, of course I'm a person . - **Nikolay:** Please contact us again with more details on the matter – we will be more than happy to support you. - **Nikolay:** Please note that, when closing this chat, you will be receiving a satisfaction survey, where you can assess my assistance during this conversations. It only takes a moment to fill it in and I would appreciate your reply. Okay. I was quite convinced at this point that they are not people. So let's do some tests! ### The Turing Test Session 1 - **Antitsa:** Hello, - **Antitsa:** Thank you for contacting Nokia Mobile Care. My name is Antitsa. How can I help you? - **Frank:** Hey! I am here to find out if Nokia customer support is handled exclusively by chat bots or whether you are a real person. Would you mind answering some very basic questions? - **Antitsa:** Sure. I am listening to you. I will try answer to your questions. - **Frank:** Which one is bigger, a crayon or the statue of liberty? - **Antitsa:** Frank, I could answer only to questions related to Nokia. - **Antitsa:** Are you still online? - **Frank:** How many legs does an ant have? - **Antitsa:** Frank, do you have a Nokia phone and questions related to it? If not, I will be forced to close our chat session. - **Frank:** There seems to be no reason why you could not answer such basic questions, other than you being a chat bot. - **Frank:** You earlier agreed to help me decide this, why are you being evasive about simple questions now? - **Antitsa:** Do you need my help? - **Frank:** Yes, as outlined above. What is your name? - **Antitsa:** My name is Antitsa. - **Frank:** Have you told me this before, Antitsa? - **Antitsa:** I have, Frank. I could not be unprofessional during a chat session. How can I help you? - **Antitsa:** Do you have any issue or query? - **Frank:** Are you a human being? - **Antitsa:** Yes, I am. - **Frank:** I have some doubts about that. Would you answer no more than five simple questions to help me verify this? - **Antitsa:** I am sorry. - **Frank:** Would you answer a simple question to verify that you are human? - **Antitsa:** Would you answer a simple question to verify that you are human? - **Antitsa:** This is Nokia Mobile Care. We are human and not robots. If your questions are Nokia related, I will be glad to answer you, but if not I am closing this chat session. - **Frank:** So you can not verify that you are a human being by answering even a single, simple question? - **Frank:** I for one am gladly willing to answer any simple question you might have. - **Antitsa:** Thank you Franck. I will have to close this chat session as this is not work related. Thank you for your interest in our Nokia support. If you have in future any Nokia requests, problems or other, please do not hesitate to contact us. - **Antitsa:** Have a nice week-end. ### The Turing Test Session 2 - **Unknown:** Hello! - **Unknown:** Franck, do you have any questions? Related to Nokia. - **Frank:** Yes, does Nokia use chat bots for their customer support website? - **Unknown:** We have real time technical support. - **Frank:** I know, but is this particular support service provided by mindless chat robots? - **Unknown:** Franck, we are humans. - **Unknown:** Is this respond to your question? - **Frank:** Oh, good, will you prove it to me? - **Unknown:** I already did. - **Unknown:** I responded to your questions. - **Frank:** I don't consider any of that proof, and I don't think anyone else would. So far, you have not exhibited any behavior distinct from that of a chat bot. - **Unknown:** I am sorry for your disappointment, but I will have to close the session. It was pleasure chatting with you,Franck. [Who won](https://www.youtube.com/watch?v=Jmqa99Ar1Hs)? Decide for yourself. I sure had a blast.