Customer services needed more than AI

Whenever people face problems with a product they have bought they call customer services. Of late, customers of some big companies are facing the same problem. When they call to complain, the calls are answered by artificial intelligence.

Be it online apparel or electronics shops or banks and utility services, many big companies use AI to address customer complaints, leaving their customers dissatisfied, as their urgent problems remain largely unaddressed. Unlike ChatGPT, AI customer services are only able to provide formatted answers based on keywords picked from the questions raised by customers. Enterprises like to use AI to save money. But for customers, it's a waste of time and energy as they are unable to get solutions to their problems.

If the trend of using AI customer services continues, enterprises stand to lose business. That they have a large market share does not mean they can be indifferent to customers' complaints. Market regulatory departments need to look into this complaint and introduce some standard, so that customers are not left with no choice.