in just weeks. It quickly gained adoption in all corners of business, academia and everyday life. It was so widely adopted that even children on iPads were able to use it, and, generally, the answers provided were useful and intelligible in a way that had not been seen before.Thus, the problem. It was so well accepted that consumers started to expect generative AI-level responses from customer service bots.
Despite not being frictionless, chatbots are still successful as they often manage to bypass the necessity for human interaction, a scenario many consumers seek to avoid. On the other hand, because of how bad many of these automated systems are, many consumers just take the stance that they will circumvent the technology and go straight to the human.
Many brands are still experimenting with this technology in customer service departments because they are concerned it will hallucinate or otherwise provide inaccurate answers. This happenedto an Air Canada customer who was granted a refund via a bot and then told “no” by a human at the company.
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