You’ve probably heard about ChatGPT and its competitors and how they’re transforming many businesses across industries—that’s been all the talk in social media in recent months.
More than any other industry, these tools have the potential to change the way we deliver CX, as at their core, they are chatbots, which the CX industry has been using for close to a decade.
These chatbots have brought many features that a lot of CX experts always wanted to break free from in contact centers and BPO legacy solutions to drive cost efficiency through automation.
However, unless handled carefully, these chatbots can do more harm than good and set the CX industry back by at least a couple of years.
So, in this post, let’s explore what these chatbots will bring to the table and what their negative outcomes could be.
Benefits of using generative AI chatbots in CX
- Cost savings and efficiency
Experts predict that in the coming years, 90% of all customer interactions will be automated and chatbots have a major role to play in it. By leveraging AI-powered chatbots, CX operations can reduce the burden on human agents and reduce errors, which can otherwise end up being very costly.
- Faster and more relevant responses
While chatbots have been the norm in the CX industry for close to a decade now, most often than not, these chatbots are preprogrammed with certain common questions and responses.
But AI-powered chatbots can be integrated into CX flows without any preprogramming as they have the capability to decipher natural language prompts and answer accordingly by pulling from a large data set.
Dangers of using AI chatbots in CX
- Damage to brand reputation and perception
One of the most significant drawbacks of AI-powered tools like ChatGPT is that they tend to hallucinate—that’s to say they might occasionally generate factually inaccurate, nonsensical or irrelevant responses.
Using them in customer-facing channels carries the risk of these tools hallucinating during an interaction with customers and responding in an offensive, threatening or unhelpful way which can majorly affect brand reputation and perception.
- Security and privacy concerns
Another significant risk involves security, both in terms of digital and physical aspects. There have been instances where company employees have unintentionally shared confidential information with ChatGPT, exposing their organizations to serious violations of privacy as well as security risks.
Utilizing unrestricted large language model (LLM) chatbots in customer interactions also presents the possibility of revealing sensitive customer information.
AI chatbots have huge potential—but need to be used responsibly
ChatGPT and other AI-powered chatbots like Bard, Bing, and their derivatives have brought what CX professionals were always asking for—automation. While the potential for these tools is undeniable, how they are integrated and leveraged will determine the impact they will have on the CX industry.
Used responsibly, they change CX as we know it, but when used without proper rails to restrict hallucination and improve privacy, they can do significant harm to organizations.
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