There’s a fine line between using AI and allowing it to take over your company
“I just needed to speak with a human!” she said agitatedly. Shira is a small-business owner selling baby accessories and she’s troubleshooted with me about software issues before. “I’ve been using this platform for years and I’ve been very happy with their customer support — why did they have to go ruin everything by replacing their team with an AI bot?”
While this wasn’t the park small talk I expected, I totally understood. “Yeah, it’s a problem,” I commiserated. “Many software companies got a bit overexcited about AI. They’re really taking it a bit overboard.”
“So, what am I supposed to do?” she asked. “There’s this software that I’ve been using for years. Occasionally I have a small issue and reach out for assistance, and they’re always super helpful. But when I tried the support center yesterday, instead of a human, I got an AI chatbot. I wrote my question, and it gave me a useless answer. Every time I tried explaining to the bot that its advice wasn’t working, it just repeated the same thing.”
“Ugh,” I sighed. “That’s so annoying! AI often does that.”
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