AI can do a lot, but it certainly can’t do everything. It may be that chatbots can provide information and help as well as people at call centers and help desks. However, as Scott Gillum writes, they can’t do what differentiates OK and great customer service. They can’t go above and beyond. AI can help with customer experience, but it can’t give people something that makes them go, “WOW!”
When using AI, it’s essential to remember what it does. It identifies patterns in data and makes suggestions by applying mathematical formulas to the data. It’s a stochastic parrot. The word it suggests you use next is the mode in its data set — the one the largest number of people used when writing something similar. It cannot provide “insights” into data as a human does. Humans can make connections between things beyond the data set, ones that are based on experience, intuition and inspiration. It’s those connections that make people go, “WOW!”
Constantine von Hoffman
Managing Editor
