Most customers HATE when companies use AI chatbots - study

Ray White speaks to Nathalie Schooling, CX specialist from nlightencx.

Listen to the interview in the audio below.

South African business leaders seem to be willing to invest in artificial intelligence to improve their businesses.

However, no allocated budget can make up for the shortage of technical skills.

ALSO READ:

Joburg has the most economic opportunity in Africa, says Artificial Intelligence

WhatsApp rolls out Artificial Intelligence (AI) in South Africa

This can especially be seen in areas where businesses directly interact with customers.

In a recent survey, 90% of respondents said they would rather deal with an actual person than AI.

In fact, more than half said they actually have negative feelings towards companies using AI as part of their customer experience.

“A lot of companies that use bots use the cheap and nasty ones, and there isn’t a humanness behind the bots.”

- Nathalie Schooling, CX specialist from nlightencx

“I’d love to see a business actually doing AI amazingly well.”

- Nathalie Schooling, CX specialist from nlightencx

While there is plenty of hype around AI, companies should be cautious of jumping on the trend and alienating customers.

“If you can connect with your customer on a personal level, loyalty increases and people will buy more.”

- Nathalie Schooling, CX specialist from nlightencx

Scroll up to the audio player to listen to the interview.