AI chatbots are becoming increasingly prevalent in customer service despite widespread customer dissatisfaction with the technology, forcing support teams to balance cost efficiency against user experience expectations. As adoption accelerates across the industry, CX leaders need to reassess their chatbot strategies to ensure they're delivering genuine value rather than simply reducing operational costs at the expense of customer satisfaction.
People 'hate' AI customer service chatbots. Here's why companies keep using them anyway. MSN
More companies are using AI chatbots for customer service. What does that mean for you? KING5.com