Six Dangers of Having Artificial Intelligence Chatbots in Customer Service by Neeraj R at AirTract

Scientific and technological sectors are never stagnant. Experts work tirelessly to ensure new innovations, which make human life convenient and time-effective. Tech advancements impact every area of human life. Why should the business world stay away from it? Recent studies show that 63% of all web-based service providers use some form of technology to enhance the sale and profit generation activities. If you are to operate in the virtual platform, then you also recognise its benefits by now. As soon as clients open a website, a popup chat box opens at the right bottom corner. These computer programs monitor the chat boxes and are termed as chatbots. Let us take a closer look at these pop-ups.

What are these chatbots?

Computer programs, based on artificial intelligence (AI), activate these chat boxes, which mimic and simulate standard human interactions. The primary purpose of these chatbots is to start communication with a probable client. However, AI developments now allow two chatbots to communicate with one another as well. Call centers, ecommerce portals, and internet gaming platforms use chatbots extensively. However, chatbots have a limited conversation capacity, and you can only get specific information on a particular topic.

Are these chatbots beneficial for business organisations?

Companies like Apple and Google have been investing in AI, knowing the business success possibility in it. Portal-based business agencies use these chatbots to initiate a conversation with the customer. These unique programs not only answer specific questions, but also come in handy to generate leads. Apart from this, chatbot use has the potential to cut down your customer service expenses by nearly 30%. Online service providers operate on a 24/7 basis. It means you need not recruit people who must remain online at all time to tend to the clients. AI programming allows these chat robots to detect any activity on the site and popup immediately. They also make communication effective and streamlined. However, they also have their downsides.

Chatbots are dangerous for your business growth

Many computer programmers opine that extensive use of these chatbots can harm your customer service. Furthermore, 30% of 'ordinary people' express their concerns regarding the clumsy conversation that these chat robots initiate. A CGS study highlights that 25% of online clients pick human interaction over AI-powered chatbots. In particular, they opt for alternative modes like sending emails and messages to the concerned company directly. Here are some disadvantages that you may face with these chatbots in the customer management sector.

1. Chatbots cannot recognise speech differences

Thanks to the invention of the speech recognising software, clients no longer need to type in their issues. However, the pronunciation and accents of people differ widely. Chatbots do not possess the capability to register these differences. If the chatbots cannot understand what the clients want, then it will fail to provide the necessary solutions. Most clients will not spend time trying to perfect their accent so that the chatbot can understand it. So, the chatbot technology needs improvements to detect the minute variations in speech and provide correct information that the customer wants.

2. Mars the company’s image

If you want to use a chatbot to tackle your customer support system, make sure it is well-developed. Invest time and money to get the best AI-driven chatbot. Your clients will interact with the chat robot primarily. An undeveloped chatbot fails to give satisfactory results. In turn, it creates a negative image in the clients’ minds. As a result, it damages the overall image and reputation of your organisation. Research suggests that if your clients do not have a pleasant interaction with the chatbot, then 73% of these individuals will never use it again.

3. Constant monitoring

Though chatbots eliminate employee recruitment to handle the clients’ questions, you need an AI expert to monitor the activity of these chat robots. A minor glitch in coding can pave the path for a disaster. Customers cannot detect the programming glitch. Instead, they will see that the chatbot response is not up to the mark. As a result, it will further discourage them from using this technology.

4. Chatbots do not understand clients’ urgency

At the end of the day, chatbots are simply programs monitored by AI. A serious issue that needs urgent attention can perplex your clients. Only another human can understand this urgency and calm the customer with proper solutions. Currently, chatbots do not possess this power; they have a set of answers to all your questions. The same message, flashing on the chat screen again and again, can confuse and infuriate the customers. You not only stand a chance to lose loyal clients, but it paints a bad brand image as well.

5. Lack of authenticity

Some highly developed chatbots offer personalised services. These come in handy to make clients comfortable and put them at ease. However, it is not valid for all chatbots. Lack of personalisation can damage the customer support system of your business. You must take the necessary steps to fix it. Socialising is mandatory to engage the customer. It must happen gradually. Chatbots do not successfully calculate this step. If the chatbot becomes too personal at the onset, it can pave the path for a negative experience.

6. Effective, but not intelligent

Experts opine that if you have a specific query, then chatbots will come to your rescue effectively. However, these programs lack human intelligence. The chatbot may offer a solution that is too complex for novice clients. Additionally, unwanted restrictions often mar the competence level of these chat robots. One can safely opine that instead of these risks, online good and service dealers will continue to use these chat robots. AI experts and software developers must work on the chatbot’s shortcomings and fix them accordingly. In time, other developments will eliminate the chances of mistakes, and chatbots will become more efficient at the task. Until then, you need to make room for other communication modes that ensure better customer support. Calls, contact emails, and social media activities send a positive message to your target clients. These modes also bring you closer to the customers, thereby strengthening the bond between the two parties via transparent communication channels.