Opinion

9 min read

Artificial Intelligence in customer experience is solving the wrong problem

Artificial Intelligence in customer experience is solving the wrong problem

BY Darius LaBelle

Managing Director ME

TL;DR

TL;DR

You reset a password. It asks for your username, then your account number, then a security question from five years ago. Nothing about that needed a chatbot. The system already held what it needed, and the experience is what failed.

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When your digital product is the business, the margin for error is different. So is the team you need.

If that's where you are, let's talk.

Reach out