AI In Customer Service, Where is it heading?

AI chatbots are being adapted to larger workflows and customer service, offering quick, round-the-clock support. But here's the thing—AI isn't perfect. We’ve seen firsthand how these systems can "hallucinate," giving out incorrect or completely made-up information. And that can lead to some pretty serious problems. Here is what we’ve seen regularly: 1. Trust Takes a Hit: Imagine asking a chatbot when a company first started using AI, and it confidently gives you a made-up date, complete with non-existent articles. This happened with some news outlets, and while it’s easy for a reporter to spot the mistake, an average consumer might be misled. That erodes trust, and it’s tough to get it back once that's gone. 2. Wrong Decisions: AI is often used to help automate customer service decisions. But what if the AI gives out false information? Say a customer asks about a product, and the AI gives the wrong details—suddenly, you’ve got a customer upset because they made a purchase based on bad info. 3. Legal Nightmares: AI is being used in more sensitive areas like legal and compliance. If an AI chatbot spits incorrect information about a product’s safety or company policies, that could spell legal trouble. No one wants to get caught up in that mess. We predict hallucinations to keep changing over time AI hallucinations aren't just a static problem—they're dynamic and will likely change as AI technology evolves. We've already seen issues where AI responses don't match the original questions, the context gets mixed up, or outright false information is presented as facts. But here's the issue: new, unseen types of hallucinations will emerge as AI systems get more complex. That's why it's crucial to stay ahead of the curve and prepare for these future challenges now. At OpenSesame, we're building to focus on identifying and correcting the current patterns of hallucinations and anticipating and adapting to the new ones that will undoubtedly come.