The IT Pro Podcast: When bots go bad

The growing field of AI development has brought us many wonderful advances, but one of the areas in which it’s becoming most visible is customer service. Chatbots have now become so ubiquitous that it’s often difficult to get through to a real person at all.

However, while chatbots are faster and more convenient than a human operator, in theory, the reality is often somewhat less than ideal. In this episode, we’re exploring why chatbots can be so frustrating to interact with, how to make them more useful, and the role they’ll play in the future of customer experience.

Footnotes

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