The article discusses the potential issues and annoyances that may arise from the increasing use of AI chatbots in customer service and call centers by 2024. It highlights that while chatbots can handle simple queries efficiently, they often struggle with complex or nuanced requests, leading to frustrating experiences for customers. Key points include: 1) Chatbots may provide inaccurate or irrelevant information due to their limited understanding of context and intent. 2) Customers may face difficulties getting transferred to human agents when needed. 3) Chatbots may struggle with understanding accents, dialects, or colloquial language. 4) Privacy and security concerns may arise as chatbots collect personal data. 5) Chatbots may lack empathy and emotional intelligence, leading to unsatisfactory interactions for sensitive issues. The article suggests that while AI chatbots can improve efficiency, businesses must carefully balance their use with human customer service to ensure a positive overall experience.
Source: https://www.businessinsider.com/ai-chatbots-customer-service-call-center-annoying-problems-2024-11