Technological advancements are moving at a faster pace than ever before. Modern businesses employ a variety of technologies and processes like Conversational AI chatbot to improve customer experience and service. Chabots help in freeing up of customer service agents from mundane tasks so that they can take up other important tasks and ultimately boosting productivity and efficiency. The use of Conversational chatbot can also go a long way in lowering customer service expenses by providing a 24/7 service to customers. It also allows for ease of operation in new geographies with speed and scalability. However, while AI powered does come with a number of benefits, it is also fraught with challenges to do with ethics. After all, they can help shape customers’ views about their trust in the organization.
It is vital to maintain caution when training the bot to make sure that it behaves in an appropriate manner. If it is not properly trained, the chatbot could be at risk of displaying racism, sexism, or the use of abusive language.
Moreover, conversational chatbots can also be easily designed to simulate human interaction. In fact, the customers may not even realize when they are speaking to an artificial agent and not an actual human customer service representative. Hence, it is in the best interest of a company to reveal to users that they may be conversing with a chatbot as opposed to a human.
On the side of the customers, there is usually no such expectation that the chatbot would have all the information on-demand. But the least they expect is transparency about the virtual identity. A little preface about the chatbot, how it can help, which data it stores and for what reason, can help go a long way in making the process more transparent. Any company using a Conversational AI platform should keep such basic aspects in mind.