Every office has that one colleague. The report is late, and it was the printer. The meeting was missed, and it was the calendar app. The client email went to the wrong person, and it was, naturally, autocorrect. Humans have been blaming machines for as long as there have been machines, and probably blamed the weather before that. But what happens when the machine sitting next to you at work is an AI chatbot that talks to the same customers you do? It turns out you now have the perfect scapegoat: a colleague who never argues back.
Continue reading “Sorry, the Bot Messed Up: When Customer Service Staff Blame the AI”
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