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Biggest Pitfalls with Customer Service AI…. And How to Avoid Them

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Imagine you’re stuck in traffic on the way to the airport. You call your airline to see about getting on another flight but the hold time is expected to be 30 minutes. Frantic, you open the app and start a live chat. “I’m going to miss my flight. Do you have any seats on a flight from ATL to DEN”? The bot gets confused and says “Oops, I’m still learning.” You ask again in a different way: “I need to get to DEN tonight from ATL. What do you have?” The bot looks like it’s typing. You expect to see flight options. After a delay, the bot sends help desk articles related to cancellation fees. Frustrated, you........

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