A majority (64%) of 5,728 people surveyed by Gartner in December 2023 said they would prefer companies not to use AI in their customer service. Additionally, 53%...
Around my way, we have a pizza chain where they’ve began utilizing AI to take orders over the phone. The only screw up the AI made was that at first, before the process of taking our order down, it wanted to confirm that we live within the delivery distance, so we provided our home address and it verified that we were within range of delivery, after taking the order and repeating it back to us, including that the order will be delivered to our home address (providing the details of the home address) within a certain time range, the moment it asked us if this information is correct, we said yes and then a long pause, and it responded that it could not verify our home address.
Wat.
And because we decided to speak to a human, it apparently dumped the entire order and the person who answered our call did not have access to all the details we provided the AI.
Pretty much wasted a little over 5 minutes with the AI.
Around my way, we have a pizza chain where they’ve began utilizing AI to take orders over the phone. The only screw up the AI made was that at first, before the process of taking our order down, it wanted to confirm that we live within the delivery distance, so we provided our home address and it verified that we were within range of delivery, after taking the order and repeating it back to us, including that the order will be delivered to our home address (providing the details of the home address) within a certain time range, the moment it asked us if this information is correct, we said yes and then a long pause, and it responded that it could not verify our home address.
Wat.
And because we decided to speak to a human, it apparently dumped the entire order and the person who answered our call did not have access to all the details we provided the AI.
Pretty much wasted a little over 5 minutes with the AI.