What are some examples of failed customer engagement with AI chatbots?

What are some examples of failed customer engagement with AI chatbots?

One example is when a chatbot fails to understand customer queries, leading to frustration. For instance, a user might ask about a product's availability, and the chatbot responds with unrelated information.

Can you give me a specific case where this happened?

Sure! A retail company implemented a chatbot that couldn't recognize common phrases. Customers asking about discounts received responses about shipping policies instead, causing many to abandon their carts.

What could they have done differently?

They could have improved the chatbot's natural language processing capabilities and provided better training data to understand customer intents more accurately.

Are there any successful strategies to avoid these failures?

Yes! Regularly updating the chatbot's knowledge base, conducting user testing, and incorporating feedback can significantly enhance customer engagement.