Customers are not yet 100% familiar with AI technology. AI applications still make mistakes, which is frustrating. Look at these findings from us annual customer service and CX survey in collaboration with RingCentral:

• 70% of customers say they prefer using the phone over self-service solutions, including AI-based technologies such as ChatGPT or speech recognition software;
• 63% of customers are frustrated when using AI or ChatGPT technologies;
• 56% of customers admit to being afraid of AI and ChatGPT.

Despite customer concerns and fears about interacting with an AI-powered chatbot or speech recognition technology, the technology continues to improve. Some solutions are almost perfect. The problem is that not every company has the latest and greatest solution, which in some cases is much better than other technology that is only a year old.

The result is that the customer does not know what to expect – with every company. This undermines confidence in the system and that is why many customers prefer to call rather than solve problems via digital self-service.

AI is not just for customer service

McDonald's has been experimenting with an AI solution for... voice recognition who takes customer orders in the drive-through. In a recent article in RetailWire McDonald's announced it is abandoning this technology due to an issue with order accuracy. Customers reported mistakes such as receiving a bacon ice cream cone or having to pay for nine sweet teas when only one was ordered.

However, people also make mistakes. At a McDonald's in Lakeland, Florida, an employee made a mistake with a customer's order. The customer became unreasonably angry, causing the employee to take action. But instead of calling the police for help, she grabbed her gun and fired as the customer drove away. (Here's a link to it original story.)

My point is that mistakes will be made by both AI and humans, but AI will not find a gun and shoot a customer. Just as most companies strive to create a good experience fueled by human-to-human interactions, they should put the same effort into creating a generative AI customer experience. Recognize that both can make a mistake. When mistakes are made, properly train and equip employees to deal with these 'Moments of Misery', whether they are made by people or technology. This contributes to a more consistent and positive customer experience.

(Ziptone/Shep Hyken)

This article was originally published on Hyken.com.

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