You’re being told from many that AI can do so much to ease your labor costs or run your company more efficiently. But is that really true? What’s the downside?
AI Has a Tremendous Downside for Businesses
If you’re not paying attention after you hook up your website to an AI bot, you might be surprised what is going on in there.
- AI aggravates customers with continual wrong and irrelevant answers.
- Chevy of Watsonville in California installed a website AI chat and it sold a truck for $1, assuring the customer this was a “legally binding offer” and “no taksies backsies.”
- Search results waste time with AI “helping” with incorrect information.
- Content moderation disabled by AI to enable harmful input.
- AI uses political and racial biases.
- Repeats generic and useless responses to questions that anger customers.
- AI making up facts and data about your company.
There is a lot that can and will go wrong when using AI for customer engagement. It’s akin to setting loose an emotionally unstable intern who finds fun in chasing away customers.
In 2024, Purdue University did a study and found that 52% of ChatGPT’s answers were wrong or contained some misinformation. So, don’t layoff the customer service reps just yet. And you might want to reconsider having it run the chat feature on your website, unless you want to find it taking big orders and charging only $1.
AI is a machine. It is not built like a human. It has no process to ensure what it says is logical or correct. Nor does it care.
Would you hire a human built like that?
The severity of these problems varies depending on which program or version of the program you’re using of these AI products. Currently, they are suitable for entertainment purposes and helping coders write bits of code while being supervised.
If you are using AI for any customer interactions, supervise every single thing it does.
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