Cut the chitchat: can AI help me or not?

IN FOCUS

In today’s newsletter, we look at:

• What companies get wrong about using AI chatbot for customer service
• Pros and cons of Indonesia’s plan to introduce AI as a subject in schools

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Hi there,

The increasing popularity of AI has led many companies to create customer service chatbots to streamline costs and operations.

I have personally encountered several of these bots, and I’m often disappointed with the experience as they don’t answer the questions I actually need them to. In one instance, the chatbot kept repeating the same response even though I was asking different questions, and the issue remained unresolved.

Was this because the company used an AI model with poor capabilities? Or was it because the company failed to configure the chatbot to better understand customers?

Lianne Dehaye, vice president at TDCX AI, shares what companies get wrong about using AI in customer service in this week’s Big Story. Many businesses are betting billions on AI chatbots, but 73% of customers hit a dead end when seeking help.

Some points she shared include the need for companies to evaluate different chatbot options and the appeal of emotion-sensing AI chatbots. The latter can help ensure that customers don’t feel like they are talking to a robot.

Meanwhile, in this week’s Hot Take, I discuss the pros and cons of the Indonesian government’s plan to introduce AI as a subject in schools.

– Jofie

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THE BIG STORY

How startups can make chatbots more than just a digital dead end

Businesses are betting big on AI chatbots, but a majority of customers feel ditched when seeking help. Here’s what companies can do.

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THE HOT TAKE

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DEEP READS

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Unlock the region’s digital future and investment hotspots at the inaugural Asia Economic Summit

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