Good morning, Marketer, do you really need to upgrade everything with an AI chatbot?
I had my first encounter with an AI chatbot over the phone and wasn’t all that impressed. I’d called my optometrist’s office and instead of the usual “Please listen closely…” message, I got “I am an AI chatbot.”
It did all the same things as the previous system. Before I had had a choice of saying what I wanted or entering a number, now it was speech only. It’s not that I miss the numeric option, it’s that I didn’t find the new way much of an improvement.
I doubt my eye doctor is using the biggest, fanciest chatbot or needs to. These systems may be great for organizations having more complex customer interactions. But, based on a sample size of one interaction, I don’t get it.
Constantine von Hoffman,
Managing Editor
