stock here: this reality is going to take a long time to set in on “woke companies” that have little in the way of “self aware”.
—————————————————————- Email came from BBB
AI chatbots have become a current concern for backlash on how customers evaluate businesses currently. According to a survey conducted by SurveyMonkey, 79% of customers stated they would prefer interacting with a human versus a chatbot. The fact that 79% of customers stated they would prefer a human indicates that this trend raises questions about how businesses are adopting automation in customer service in terms of adopting automated technology in customer service. Unfortunately, the data goes deeper. Approximately 56% of the surveyed individuals indicated that their previous experiences using AI to receive assistance were negative. In addition, nearly 9 out of 10 (84%) indicated that human representatives provided them with more accurate information than did chatbots. Finally, approximately 9 out of 10 (89%) indicated they wanted the ability to speak directly to a human representative at any time.
A large number of companies have taken customer-facing chatbot applications out of the lab (and into the hands) of consumers as cost-cutters; and, now, consumers are noticing. According to Forrester, within the next two years approximately one in ten businesses will damage their relationship with their customers using poorly executed artificial intelligence. For a smaller business competing based upon superior personalized services this could be seen as a warning sign or a great opportunity for differentiation.
Why Most Chatbots Fail Customers
The major issue with current AI Chat Bots isn’t the tech. It’s deploying it out of context. A company puts in a chat bot, feeds it their FAQ, and calls that customer service. The chat bot responds to the easy stuff. When a consumer has an actual issue, the chat bot just goes back and forth with canned scripts, asks the consumer to give the same information again and again until it finally tells them it will forward them on to someone who was going to talk to you anyway.
Frustration builds up fast. By the fourth response from the customer to the first human, that person will be already frustrated. The human has to deal with those emotions before they can resolve the issue. The chatbot did not help speed the process along; it made things worse and gave a much tougher job for the human. In many cases this is just one of the biggest AI Chatbot issues companies overlook.
The lack of human insight into the context, tone and urgency (or need) by an AI system is the exact reason consumers do not like using them in real-world service applications.