Hey Chatbot… You give Customer Service a bad name!

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We all have gone through it, excited about what we have read and heard on Artificial Intelligence, we have the opportunity to start a conversation with a chatbot that promises to solve our problems quickly, without waiting or endlessly pressing numbers to find the right combination for a customer rep to pick our call. Since it is a company that we know and trust we dive into it with enthusiasm.

And then… not much happens, the chatbot is not as half as intelligent as we expected it to be. After various attempts explaining in different ways what we want to accomplish and a similar number of disappointing responses, we are frustrated and start to strategise on the most efficient way to connect to a human. We can’t blame companies for deploying technology aimed at improving customer service, however, few thought about managing expectations.

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Written by Fabio Rodriquez