The Secret to Mitigating Bias in Your Chatbots and Conversational IVR Systems

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Conversational AI is changing the way we do business. In 2018, IBM boldly declared that chatbots could now handle 80% of routine customer inquiries. That report even forecasted that bots would have a 90% success rate in their interactions by 2022.[1] As we survey the landscape of businesses using conversational AI, it appears to be playing out that way. Not many customers are thrilled with these developments, however. According to recent research by UJET, 80% of customers who interacted with bots reported that it increased their frustration levels. Seventy-two percent even called it a “waste o…

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