The Benefits and Dangers of Using AI Chatbots for Customer Service

Artificial intelligence (AI) is disrupting the customer service domain, especially online. Companies are using AI chatbots on their websites and in their apps to answer customer queries and improve the customer experience they deliver. Chatbot adoption is so rapid that they are replacing live agents and live chats. Companies are excited about the prospect of saving a lot of money on labor overhead and benefits. But chatbots are not devoid of drawbacks.