From Frustration to Transformation: The Real Potential of Conversational AI

Remember when chatbots first started making waves in customer service? The excitement was real—automated interactions promised efficiency, personalization, and round-the-clock availability. I dove in, eager to experiment with new messenger APIs, crafting more interactive experiences and leveraging NLP techniques to classify users' intent and extract data to build great customer journeys.

But disillusionment set in quickly.

Detecting intents, extracting content, and building customer journeys was complex and time-consuming. Users building these flows struggled with managing the complexity, dealing with constant changes, and implementing APIs—hard work that often felt overwhelming.

And what did we end up doing? We made the customer experience worse.

The data told the story: people loved social care for its personalized, human touch. But as frustration with chatbots grew, that connection was being lost.

However, a new dawn is approaching. I truly believe we can do better now.
When done right, conversational AI has the potential to transform interactions, deliver truly personalized experiences.

What do you think, is history repeating itself is conversational AI in CX hype again? Can we truly deliver great experience without driving frustration?

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*This image is from a conference six years ago, where the speaker reminded us that "Chatbots are hard work." That reality hasn’t changed, but with the right focus, the potential is still immense. Apologies—I no longer have the credits for the slide or the speaker.