AI has come to revolutionize customer service and its siren call of providing customer service at a reduced price is too hard to ignore for many organizations.
However, in keeping with the timeless maxim “Garbage In. Garbage Out,” Artificial intelligence is only as good as the data it is trained on.
This is particularly true with chatbots, which are computer programs designed to mimic human conversation.
If you’ve ever interacted with a bad chatbot online, you know how unpleasant and frustrating (if occasionally funny) it can be. In fact, the internet is littered with examples of chatbot fails. However, customer service teams understand how much money can be saved when chatbots are used wisely, so we need to get it right.