Exploring the Dark Side of AI Chatbots in Customer Service Interaction

The advancement of artificial intelligence has witnessed numerous changes and innovations; one of them is chatbots, which are quite common in our daily lives. One such popular example of chatbots is OpenAI GPT, which has become an integral part of AI-powered virtual assistance and simplifies tasks and improves communication.

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The Unsettling Power of Chatbots in Customer Service
There is no doubt that chatbots are a profitable and time-saving tool, but these tools are still vulnerable to mistakes. Let’s understand the potential negative side and ethical concerns regarding AI chatbots in customer service.
1.1. Lack of Emotional Intelligence
Even though chatbot technology has come a long way, it has yet to recreate the genuine emotional intelligence and empathy that human workers can provide to create a meaningful and satisfying user experience.
1.2. Dependence on AI Technology
Since AI chatbots solely rely on internet connections, the act of processing or responding to customers’ queries heavily depends on the connectivity of the internet. When there’s disconnectivity, it can affect the performance of chatbots, leading to a delay in response or disruption of services in the middle of an important event or situation.
2. The Future of AI-Generated ChatBots
It is no surprise that chatbots have become essential in the modern world of customer experience. You will find numerous chatbots, such as Google Bard, Bing Chat, InboundLabs, and many more, that are setting a benchmark in the look and feel of AI-driven customer interaction. However, focusing on the challenges that these chatbots might create in your organizations, customer care managers and AI developers have to make sure that the future of AI-generated chatbots does not bring chaos.
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