Your Customers Use Their Own Generative AI, Not Your Customer Service Chatbot

Study: Users Prefer GenAI for Exploration and Synthesis, Traditional Search for Accuracy-Critical Tasks

A study on user behavior reveals that people choose generative AI (genAI) chatbots for exploratory, synthesis-based information-seeking task

Do consumers consider AI less relevant than search engines?

Survey Finds Customers Are Leaving Companies That Use AI Customer Service Agents

A new consumer survey reveals growing frustration with AI-powered customer service agents, with many customers actively avoiding or leaving

AI Chatbots in Media and Telecom: A New Frontier of Customer Frustration

The article discusses the historically poor customer service culture of cable companies, rooted in their monopoly-era mindset where customer

7 reasons why AI chatbots like ChatGPT are unreliable for purchasing decisions

This article critically examines the growing trend of using AI chatbots like ChatGPT, Perplexity, and Gemini for purchasing decisions. It ou

Poorly planned AI strategies create confusion among employees and waste resources

The article examines how companies are rushing to implement generative AI without proper strategy, leading to confusion among staff and inef