Many people are reluctant to use AI Agents. Some of the reasons include;
1) The AI Agent doesn’t give good or the right answers.
2) People like talking to a human because they feel the person can empathize or understand their issues better.
3) People are intimidated by an AI Agent that almost sounds human.
Yes, it’s true that many AI Agents give poor answers. They have not been well implemented well or do not have the right knowledgebase.
Yes, people do like talking to a human, but that human is not always available and if it is a call centre, the agent often has little empathy. In any event the call centre takes ages to answer and each time you call a different agent talks to you.
Yes, people are intimidated by AI. Many think AI is “going to take over the world”. It’s scary, just like the image I’ve attached.
They also don’t trust AI because they see how fake news and articles can be manufactured.
An AI Agent totally under the control your control is a very different aspect. You are very concerned about giving your customer the best possible service and your customer will know this.
So how do you encourage your customer to use your AI Agent?
1) Let them know is is available. Explain it in emails, messages and on your website. Your staff should be very aware of what the AI Agent can do and they should be able to explain and motivate your customers to use it.
2) Find ways to encourage your customers to use your AI Agent. One good idea is to offer a prize to the customer who asks the best questions each day. not only will this motivate customers, but will help you in identifying new answers very quickly.
We find that once a customer has started using the AI Agent, they feel comfortable in using it regularly.
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