Riot uses auto reply bots

Jökër·2/1/2017, 6:03:29 AM·2 votes·837 views

I've constantly stated throughout the emails I send to riot "Im not asking to get unbanned" when im simply asking for my friends list I keep getting the same email over and over again "we've looked into the issue and decided your account will remained banned" but it doesnt make sense because I said over and over in the emails im not asking to get unbanned so im pretty sure riot just uses auto reply bots to look for key words and just throws out a automated response.

15 Comments

Deep Terror Nami2/1/2017, 6:05:11 AM3 votes

Automated Responses -- We do have some automated responses, but they are extremely limited in scope. The opening line in the automated response clarifies immediately that it is an automated response, and if you would like a human response, you can simply reply back to the ticket. Otherwise, all of our tickets are handled by a real-life human, which is why these kinds of mistakes do happen.
Copy/paste Responses -- There is no way to sugar coat this, so I'll just tell it to you straight: We do use macros in many of our responses. There are two main reasons why we do this:
On average, we get thousands of new tickets every single day (in NA alone), not counting the tickets that take multiple responses back and forth that get added on to this. Our goal is to make sure you get a full resolution within 24 hours of you submitting a ticket, and to hit this mark, our agents need to respond quickly. These macros are reviewed constantly to make sure that they resolve the vast majority of issues that you all have, and if it doesn't, we re-write it.
When answering tickets, we tend to see the same type of issue or question over and over again. Even if we customized every single response, an agent tends to get very efficient at explaining what the issue is and how to solve it. Over time, the variance between every response gets less as less as we tend to figure out what works and doesn't work and soon you end up with pre-written responses. We can absolutely make a push to ensure every response is unique, but then we encounter a trade-off: More customized response or faster response time? We have surveyed thousands of players about this, and faster response time wins out almost every single time.

http://boards.na.leagueoflegends.com/en/c/miscellaneous/RbRZFBHn-lol-riots-trolling-me-guys-wtf-is-this?comment=000200000009

Deep Terror Nami2/1/2017, 6:06:41 AM1 votes

I don't think they will provide your friends list, but I'll ask some guys from player support to see if they ever do.

Le Tongue2/1/2017, 9:48:55 AM1 votes

I once wanted to report a player giving away an account on Reddit, and I got the reply that "I'm sorry to say, but we don't provide free transfers between regions". xD