Chatbot backlash will begin suggests Forrester-[24].ai study

23rd January 2019
Chatbot backlash will  begin suggests Forrester-[24].ai study

New  Delhi, January 23 2019: The promises of AI have yet to make a material impact in customer service and sales. Companies cannot simply replace employees with AI-driven software, as customers and markets are becoming far more complex suggests a Forrester report*.
Key Takeaways  of the report  mader available by [24]

The backlash against Chatbotswill  begin.  In 2019, the inflated expectations of AI in customer service and sales is expected to fall back to reality. The fear of chatbots displacing human agents is now being met with healthy skepticism as customers become more familiar with the bot market. With this familiarity comes higher expectations, as market backlash towards “bad bots” continues to grow. Customers will no longer forgive bad bot experiences. That includes striking the right balance between chatbot support and escalation to agent. 60% of chatbot deployments will provide poor escalation paths to agents in 2019.The growing prevalence of unpopular customer service chatbots will drive a movement to connect consumers to live, human agents again.
Salespeople will start Gaming AI Metrics breed bad behavior. The injection of AI into sales technologies and processes will result in rogue behavior by some employees as they try to slip under the radar of more intelligent, AIdriven systems.

*Predictions 2019: Customer Service And Sales Invest In Humans In 2019, As Chatbot Backlash Will Emerge by Daniel Hong, Tom Kaneshige, Ian Jacobs, Kate leggett, and Art Schoeller

[24] has been awarded the title of ‘The Organization with the Most
Innovative Leadership and Development Program’ at The HR Distinction
Awards 2019
the Human Resource Association India (HRAI). This award recognizes those
companies who have designed and executed innovative HR development programs
that have contributed to outstanding business excellence. [24] was chosen
among 300 other organizations for this coveted award, presented on January 9,
2019 in New Delhi.