Retail News

Why customers are fed up with AI chatbots

Reported by Retail Dive, Matt Vartabedian on Oct 22, 10:18 AM ET

Few things will cause a customer to immediately request — or demand — a live agent like a bot that misunderstands them. Few things will cause a customer to immediately request — demand, even — a live agent like a bot that misunderstands them. A CX leader implementing AI for self-service should first understand why that can happen and then take several steps to eliminate that friction. “A bot can understand every word a customer says and still completely miss the point,” Brad Cleveland, CX expert and author, told sister publication CX Dive.

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More Retail News

Walmart welcomes external AI agents — with some guardrails

EBay cuts 1K jobs, downsizing for the second time this year

Amazon eyes 300K holiday hires

Adidas’ record Q3 is salt in the wound for Nike

Target unwraps high-concept holiday ads focused on gift-giving academy

Teen spending up 6% as they trade athletic apparel for fashion