Teachings from ChatGPT, Kittens, and Robots
In That Order
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This Women’s History Month has been incredible for many reasons but, like all good things, it must come to an end. Get all the information you need to not make a fool of yourself this April right here with CEI’s Weekly Wrap-Up.
1. The More Inhuman CX Gets, the More Human Robots Become
The more customers interact with generative AI solutions like ChatGPT, the more intrigued they are with its ability to converse in a way that we once considered uniquely human. Unfortunately, this awe ends the moment they open the chatbot on the website of their favorite retailer.
In CEI’s recent article, “Why We Need Sentient Robots,” content analyst Christine Ducey writes:
“Most brands we interact with on a daily basis do not know us [very] intimately. The businesses that we frequent have our purchase histories, they know where in the world we live, how frequently we return products, complain, or write reviews. Still, roughly 68% of brands are not automatically tailoring web and mobile content to customers, failing to make a stellar first impression.”
When will e-commerce leverage the technology that keeps clogging our news outlets? While we hope the answer is sooner rather than later, there is no guarantee. Read more on CEI.
2. What Cats Taught Us About Customer Service
CEI Analyst Phil Mandelbaum isn’t just a customer engagement writer and expert—he is also a boutique cat breeder.
This side gig isn’t just cute meows and lots of fluffy tails, though, it also requires a lot of patience and empathy—not just toward the cats. When three of Mandelbaum’s automatic littler boxes broke, he did everything he could to avoid calling customer service (replaced the motherboards, watched YouTube troubleshooting videos, googled common problems, etc.) but, in the end, calling was his only choice.
Unfortunately, it did not go as well as the cat owner hoped. After threatening to bash the brand on Twitter, he got some free litter boxes. Unfortunately, nine months later, they broke again. Mandelbaum says there are five lessons we can learn from this:
- Don’t just resolve the issue but prevent it from happening again
- Focus on empathy
- Minimize channel switching
- Learn from your mistakes
- Replace productivity with positivity by empowering your support representatives
Read more on CEI’s article, “Litter-Robot, and How to Learn from Customer Complaints.”
3. Robots Are Taking Over
All this new technology coming out is cool, but it is also rather frightening. How far will it go?
Turns out, it’s not just the civilians that are concerned: tech experts like Elon Musk and Steve Wozniak are equally as concerned about AI taking hold of our civilization. They are so worried, in fact, that they (along with other leaders in the industry) have signed a petition created by the Future of Life Institute warning that the race to the best AI technology could be dangerous to society.
MarketWatch reports on the subject: “The petition paints a scary future if AI developers, such as the ones behind the ChatGPT technology, are allowed to continue on an unchecked path. As the petition states, ‘recent months have seen AI labs locked in an out-of-control race to develop and deploy ever more powerful digital minds that no one — not even their creators — can understand, predict, or reliably control.’”
Rather than ending AI development entirely, the group is simply recommending more time for society to adapt to the changes that are headed its way. Read more on MarketWatch’s article, “‘Should we risk loss of control of our civilization?’ Elon Musk, Steve Wozniak and other tech leaders ask in petition to halt AI development” by Charles Passy.
Image Attributions (in order of appearance)
Photo by Andrew Umansky on Unsplash
Photo by Icons8 Team on Unsplash
Photo by svklimkin on Unsplash
Photo by Marius Haakestad on Unsplash
