Artificial Incompetence: An Undesirable Version of AI and Other CX Risks | By Shep Hyken

I’ve been reviewing my customer experience research, specifically the section on the future of customer service and AI (Artificial Intelligence). A few findings prove that customers are frustrated and lack confidence in how companies are using AI:

• In general, 57% of customers are frustrated by AI-fueled self-service options.
• 49% of customers say technologies like AI and ChatGPT scare them.
• 51% of customers have received wrong or incorrect information from an AI self-service bot.

As…