Consumer Affairs. When chatbots drive customers crazy

AI-powered chatbots, including popular ones like ChatGPT, are making waves right now. But if you're using one regularly, you've likely hit a few bumps in the road. The idea of chatting with an AI sounds futuristic, but when it comes down to those nitty-gritty, complex questions, you might find yourself more often frustrated than amazed.

When it comes to chatbots, just one negative experience could be enough to drive away almost 30% of customers. So why do chatbots routinely frustrate us, and what’s the solution?

Consumer Affairs recently explored these questions and spoke to 555vCTO founder and virtual CTO Vaclav Vincalek for his insights on the subject.

Why do chatbots frustrate customers?

Chatbots are most often used in customer service interactions. Although initially conceived as a way to streamline and simplify the customer experience, most customers find themselves extremely aggravated when they’re stuck talking to a machine.

As Vincalek told ConsumerAffairs, the people who set up chatbots tend to be clueless when it comes to customer service.

“Simple information that consumers might be looking for, such as extended holiday return policies or layaway services, can be communicated via chatbot,” he said. “But chatbots aren’t particularly good at handling complex questions.”

More often than not, when we’re trying to speak with a service representative, it’s because we need help with a problem, and that problem has intricacies, specific things that only a human could help navigate.

Imagine you've purchased a complex smart home device that starts malfunctioning. Initially, a chatbot provides basic troubleshooting steps, but these fail to address the specific issue of intermittent voice command failures and compatibility problems with other devices. Realizing the chatbot's limitations, you connect with a human representative.

Why is AI bad at handling complexity?

AI chatbots, despite their efficiency in managing simple tasks, often fall short when faced with complex issues. This is mainly because they are programmed with limited, predetermined responses and lack the human-like intuition needed to grasp the subtleties and context that complex problems often entail.

Chatbots, bound by their algorithmic nature, struggle to handle unpredictable and highly specific situations. They are also unable to empathize or pick up on emotional cues, which are essential for understanding and resolving more intricate and sensitive issues. This rigidity leads to a lack of adaptability and personal touch, often resulting in user frustration when nuanced solutions are required beyond what the chatbot is designed to handle.

Why it’s important to know if your technology is feasible for its desired function

Integrating AI chatbots into customer service necessitates that companies rigorously evaluate possible technologies. It's crucial to discern what specific needs the business has and which processes are apt for automation.

Simple, repetitive tasks like answering FAQs or providing basic information are ideal for AI, harnessing its efficiency and consistency. However, for more intricate issues that involve empathy, discretion, or complex problem-solving, the human touch is indispensable. Understanding these distinctions is key.

Questions like "What exactly does your business require?" and "What processes do you need to automate?" help in determining the optimal balance between AI capabilities and the nuanced understanding that only humans can provide.

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