What problem are you trying to solve?

Focus on the what and why of the need you have, not the how you'd like it solved.

Your chatbot gave me bad advice which could have exacerbated the issue for which I was contacting for help. Chatbot prompted me multiple times for password reset but I didn't need a new password, I needed MFA reset and was very clear about that. I asked followup questions b/c that didn't seem like it would help and it just kept spitting back the same response regardless of what I said. It was as if the only thing it knew how to do was recommend a password reset

What would you like to see happen?

Describe the desired outcome or enhancement.

Update how your chatbot responds when someone mentions needing help with MFA. Instead of prompting to reset password, actually address the request by connecting the chat to a support agent who can help with the MFA reset workflow.

Why is this important to you or your team?

Explain how the request adds value or solves a business need.

Just trying to prevent future users from unnecessarily resetting their password when reaching out for help with MFA reset.

What steps, if any, are you taking today to manage this problem?

I already solved it for myself. Just trying to report feedback on the experience. I told the support rep who actually solved my issue (Shivam) this same feedback and they recommended I submit via this portal.....