When AI-powered customer service goes wrong, it can turn a difficult situation into a major setback.

The Air Canada incident involving a grieving customer and a misinformed chatbot serves as a powerful reminder that even with the best intentions, AI-powered customer service can sometimes miss the mark.

While automation offers efficiency and convenience, it's crucial to remember that sensitive situations often require the human touch. Empathy, understanding, and accurate information are essential for building trust and delivering a positive customer experience.

I'm curious to hear your thoughts: How can businesses ensure that their AI-powered tools enhance, rather than hinder, the customer experience?

#customerexperience #CX #chatbots #AI #customerservice #innovation #empathyskills
--
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. [ Ссылка ]

Visit her website here: [ Ссылка ]

свернуть