To enhance customer service providing that AI chatbots, not human experts, are utilized only to supplement their abilities.

Quick Summary:

Many enterprises have begun to rely more heavily on chatbots to provide software support, and this often means customers find it hard to get in contact with an experienced, human engineer when they encounter an issue that they need help resolving.

While this might save costs in the short term, it can seriously damage the company’s brand in the long term.

We talked to Craig Mackereth, EVP, global service delivery at Rimini Street to find out about the overuse of AI chatbots for enterprise software support and ways that vendors could use generative AI to actually improve the customer experience.

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Article Details

Author / Journalist: Ian Barker

Category: Technology

Markets: United States

Topics: Enterprise Software support Article Chatbots Artificial Intelligence (AI)

Source Website Secure: Yes (HTTPS)

News Sentiment: Negative

Fact Checked: Legitimate

Article Type: News Report

Published On: 2024-05-27 @ 09:21:12 (3 weeks ago)

News Timezone: GMT +8:00

News Source URL: betanews.com

Language: English

Article Length: 716 words

Reading Time: 4 minutes read

Sentences: 35 lines

Sentence Length: 21 words per sentence (average)

Platforms: Desktop Web, Mobile Web, iOS App, Android App

Copyright Owner: © BetaNews

News ID: 21103683

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About BetaNews

Main Topics: Technology

Official Website: betanews.com

Update Frequency: 4 posts per day

Year Established: 1992

Headquarters: United States

News Last Updated: 12 hours ago

Coverage Areas: United States

Ownership: Independent Company

Publication Timezone: GMT +8:00

Content Availability: Worldwide

News Language: English

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API Access: Available (JSON, REST)

Website Security: Secure (HTTPS)

Publisher ID: #58

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