Many contact centers are turning to generative AI systems, such as ChatGPT, to supplement or replace live customer service agents. However, there are several risks associated with using these systems for customer service. Generative AI chatbots can provide inaccurate or outdated information, generate false statements or hallucinations, and be biased or inconsistent due to incomplete training data sets. Additionally, they lack true empathy and can pose a security risk if bad actors insert false information or steal sensitive data. To mitigate these risks, organizations should carefully vet their AI vendors and training data and ensure their systems are secure.
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