The Missed Opportunity: Why Some AI Customer Support Chatbots Fall Short

At NineTwoThree, we've been part of creating successful AI chatbots that improve customer support systems, yet it's clear that widespread adoption across industries remains low.Take Delta or Bank of America, for instance—few customers have interacted with AI-driven customer support. This begs the question: why?

The reality is that AI chatbots are notoriously difficult to control. Despite the challenges, when done right, the rewards can be significant. One company, for example, managed to save $30 million by integrating AI into their marketing materials and speeches. However, internally, the journey was far from smooth, resembling a constant game of whack-a-mole with problems emerging as quickly as they were solved.

So, what went wrong? The promise of conversational AI, combined with deep product knowledge, was expected to transform customer interactions. Yet, in this case, misaligned incentives created obstacles. With “saving $30 million” as the main goal, the company seemed to prioritize short-term gains over long-term operational effectiveness. This approach echoed the “move fast and break things” philosophy, which might explain the company's struggles.

AI isn’t a standalone product or a quick fix. It’s a tool, a feature, and must be implemented thoughtfully as part of a larger strategy. Without proper alignment and careful planning, the full potential of AI in improving customer experiences may remain out of reach.

Rethinking Goals: From Cost-Saving to Waste Reduction

Rather than chasing vague metrics like “saving money,” organizations should focus on more specific, constructive goals such as “reducing waste” or “achieving cost savings.” For a $100 million company looking to implement AI effectively, priorities should include the following:

1. Maintain Human-Like Interaction: A chatbot should reflect the brand's voice and offer a natural, conversational experience. It must avoid feeling robotic or scripted, ensuring interactions are authentic and engaging.
2. Focus on Compliance and Guardrails: The chatbot should operate within well-defined boundaries to ensure it does not misrepresent the company or its products. Clear compliance rules are essential to protect both the brand and its customers.
3. Deliver an Incredible Experience: The ultimate aim should be to enhance the customer experience, adding value rather than frustration. A well-designed chatbot assists and improves interactions, ensuring customers leave feeling satisfied rather than underwhelmed.

By setting clear objectives and focusing on these key areas, AI chatbots can offer meaningful benefits beyond simply cutting costs.

Customers Are Not Foolish

Today's customers are savvy. They can easily tell when they are interacting with a robot. The misconception that AI is a replacement for human interaction must be dispelled. Instead, AI has the potential to significantly improve customer interactions when designed and implemented effectively. If a knowledge base is utilized correctly—taking into account user demographics—the chatbot can provide insights and assistance that are truly beneficial.

Successful AI Chatbot Implementations

At NineTwoThree, we are involved in over ten rollouts of products built on Large Language Models (LLMs). Remarkably, all of them are performing above 90% in terms of accuracy and expected behavior. So, what’s the secret sauce?

Prioritize Key Metrics: We focus on performance, accuracy, latency, brand voice, safety, and repeatability as our primary concerns. Only after we establish these priorities do we turn our attention to factors like model cost and technological expenses.

This approach ensures that our AI implementations are not just functional but also aligned with the company's goals and brand identity.

The Need for Proper AI Chatbot Implementation

One of the biggest issues with AI customer support chatbots is that they often feel disconnected from the brand. This disconnection occurs when companies fail to install AI properly or don't invest enough time and resources into its design. When a chatbot feels robotic, lacks the necessary knowledge, or misrepresents the company, it creates a poor experience for customers.

Moreover, the focus on saving money can lead to a myopic view of AI's potential. While cost savings are important, they shouldn’t overshadow the larger picture: enhancing customer experience and streamlining processes.

The Way Forward

To truly revolutionize customer interactions, organizations must adopt a holistic approach to AI implementation. Here are a few actionable steps:

1. Invest in Training: Ensure that the AI has access to a comprehensive knowledge base that’s regularly updated. It should be able to draw from this information to provide accurate and relevant answers to customer inquiries.
2. Human-Centric Design: Make the chatbot feel like a human assistant. This involves not only a conversational tone but also an understanding of customer needs and preferences.
3. Continuous Monitoring and Improvement: Analyze customer interactions with the chatbot regularly. This data can provide invaluable insights into areas for improvement, ensuring that the AI continues to evolve and adapt.
4. Emphasize Brand Alignment: Ensure that the chatbot reflects the company’s brand voice consistently across all customer interactions. This can help foster trust and strengthen customer relationships.

The Potential of AI Customer Support Chatbots

AI customer support chatbots hold immense potential, but they come with challenges that require careful navigation. The key to successful implementation lies in prioritizing human-like interactions, ensuring compliance, and ultimately improving the customer experience. By redefining goals from mere cost savings to meaningful enhancements, organizations can leverage AI not just as a tool, but as a true partner in delivering exceptional customer service.

With the right approach and dedication to performance, businesses can unlock the full potential of AI and transform their customer support operations into a powerful competitive advantage.

Reach out now to explore how we can turn your ideas into reality!