A chatbot used for customer support is ridiculed for its abusive replies and badmouthing its company happened.
Many companies have been working on customer support or customer service for a long time. gets help from various chatbots with limited capacities. Recently, new technologies have been added to the field, which are built on large language models such as ChatGPT and are thus much more capable than before. generative AI-based versions started to enter. As it has recently come to the fore, one of the companies that receive help from these systems is Europe-based cargo company DPD. The company is on the agenda on this issue because the chatbot he used was easily manipulated by a customer. In this way, swearing and System against making comments that denigrate the DPD company In the statement made by the company about “We have been successfully using artificial intelligence systems in customer service for several years. However, after a recent system update, an error occurred. Therefore, the system was immediately disabled and is currently being updated.” It was said. Chatbots are not yet ready to completely replace humans but infrastructures are getting better every month, In this respect, a major employee massacre in the field of customer services seems to be on the way.
Parcel delivery firm DPD has replaced their customer service chat with an AI robot thing. It’s utterly useless at answering any queries, and when asked, it happily produced a poem about how terrible they are as a company. It also swore at me. 😂 pic.twitter.com/vjWlrIP3wn
— Ashley Beauchamp (@ashbeauchamp) January 18, 2024
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Amazon had been on the agenda before this regarding customer support. As far as last week, the world’s largest shopping company is working to bring its productive artificial intelligence system to its mobile applications, where it focuses specifically on customer questions. In the new period, the developed artificial intelligence will answer people’s written questions about the products, and the system will provide answers by making an evaluation based on the official data of the brands and consumer comments. This infrastructure looks very good in terms of its potential to save people a significant amount of time, but it is not yet known when it will be opened to everyone. The company that will use an LLM, that is, a large language model, in the processwill make the feature available in a limited capacity in the first phase, and then wide-scale use and access will be activated.