Welcome to the forefront of conversational AI as we explore the fascinating world of AI chatbots in our dedicated blog series. Discover the latest advancements, applications, and strategies that propel the evolution of chatbot technology. From enhancing customer interactions to streamlining business processes, these articles delve into the innovative ways artificial intelligence is shaping the landscape of automated conversational agents. Whether you’re a business owner, developer, or simply intrigued by the future of interactive technology, join us on this journey to unravel the transformative power and endless possibilities of AI chatbots.
Let Retail Dive’s free newsletter keep you informed, straight from your inbox.
Few things will cause a customer to immediately request — or demand — a live agent like a bot that misunderstands them.
First published on
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.
This is because customers don’t speak in neat scripts, may conflate multiple separate issues into a single statement or may use sarcasm or irony to convey the opposite intent. Additionally, context can be missing, and the knowledge on which the bot draws its information can be outdated.
“This is the Achilles heel of AI and customer service across the board. It’s a huge need to make sure the underlying knowledge is sound,” Cleveland said.
Organizations should also make sure the knowledge bases from which the bot will draw its responses are current and accurate. And, of course, testing is a critical step.
“Test with real customers and real conversations. And not just with a perfect, polite customer,” Cleveland said. “Test with frustrated customers, fast talkers, a person with dogs barking in the background or at a busy airport where they’re trying to get something done while waiting for a flight.”
Lastly, CX leaders should measure failures and make escalation to a human agent easy — which may even encourage AI adoption. Five9 found, as well, that 55% of consumers trust AI to resolve their issue when a human option is available versus 26% when there isn’t one.
“Don’t celebrate containment if customers feel trapped,” Cleveland said. “Track your failure rate and the escalation rate and how that’s improving. These tools are always iterative — they should be anyway. So, make sure you’re making improvements and then seeing what’s happening.”
Get the free daily newsletter read by industry experts
Since July, Hot Topic was acquired, Tailored Brands filed for an IPO and more.
Concerns are mounting that organized retail crime-fighting legislation, which passed the U.S. House and is now before the Senate, could drag retailers into mass deportations that have little to do with theft.
Subscribe to Retail Dive for top news, trends & analysis
Sign up for the free newsletter.
Interested? Explore more of what has to offer.
Thanks for signing up! Please keep an eye out for a confirmation email from [email protected] To ensure we make it into your inbox regularly, add us to your allow list, mark us as a safe sender, or add us to your address book. Check out more from
Get the free daily newsletter read by industry experts
Since July, Hot Topic was acquired, Tailored Brands filed for an IPO and more.
Concerns are mounting that organized retail crime-fighting legislation, which passed the U.S. House and is now before the Senate, could drag retailers into mass deportations that have little to do with theft.
The free newsletter covering the top industry headlines