{"id":45004,"date":"2026-10-21T10:37:02","date_gmt":"2026-10-21T08:37:02","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=45004"},"modified":"2026-10-21T10:37:04","modified_gmt":"2026-10-21T08:37:04","slug":"stop-using-ai-like-a-low-level-chatbot","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/customer-experience-3\/stop-using-ai-like-a-low-level-chatbot\/","title":{"rendered":"Stop using AI like a low level chatbot"},"content":{"rendered":"<p>Customers have always loved or hated chatbots depending on how their experiences were with them. And even though that many companies are implementing AI into their models, I still observe repeating the same old <strong>conversational hiccups<\/strong>. To the point that in some cases AI instead of delivering higher quality digital customer experiences, it&#8217;s similar to a low level chatbot. Here&#8217;s a recent chat making it evident.<!--more--><\/p>\n<h2><strong>Check out this conversation<\/strong><\/h2>\n<p>Read below the excerpt of a live chat conversation between a customer and a company&#8217;s AI-virtual agent. To make things easier for you, I&#8217;ve underlined AI agent&#8217;s expressions and behaviors that have made the overall customer experience poor.<\/p>\n\n\t\t<style>\n\t\t\t#gallery-1 {\n\t\t\t\tmargin: auto;\n\t\t\t}\n\t\t\t#gallery-1 .gallery-item {\n\t\t\t\tfloat: left;\n\t\t\t\tmargin-top: 10px;\n\t\t\t\ttext-align: center;\n\t\t\t\twidth: 33%;\n\t\t\t}\n\t\t\t#gallery-1 img {\n\t\t\t\tborder: 2px solid #cfcfcf;\n\t\t\t}\n\t\t\t#gallery-1 .gallery-caption {\n\t\t\t\tmargin-left: 0;\n\t\t\t}\n\t\t\t\/* see gallery_shortcode() in wp-includes\/media.php *\/\n\t\t<\/style>\n\t\t<div id='gallery-1' class='gallery galleryid-45004 gallery-columns-3 gallery-size-large'><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon portrait'>\n\t\t\t\t<a data-rel=\"iLightbox[postimages]\" data-title=\"Ai chat 1\" data-caption=\"\" href='https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1.png'><img loading=\"lazy\" decoding=\"async\" width=\"705\" height=\"1024\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1-705x1024.png\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1-200x291.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1-207x300.png 207w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1-400x581.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1-600x872.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1-705x1024.png 705w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/Ai-chat-1-1.png 738w\" sizes=\"auto, (max-width: 705px) 100vw, 705px\" \/><\/a>\n\t\t\t<\/dt><\/dl><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon portrait'>\n\t\t\t\t<a data-rel=\"iLightbox[postimages]\" data-title=\"AI chat 2\" data-caption=\"\" href='https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-2.png'><img loading=\"lazy\" decoding=\"async\" width=\"732\" height=\"904\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-2.png\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-2-200x247.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-2-243x300.png 243w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-2-400x494.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-2-600x741.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-2.png 732w\" sizes=\"auto, (max-width: 732px) 100vw, 732px\" \/><\/a>\n\t\t\t<\/dt><\/dl><dl class='gallery-item'>\n\t\t\t<dt class='gallery-icon portrait'>\n\t\t\t\t<a data-rel=\"iLightbox[postimages]\" data-title=\"AI chat 3\" data-caption=\"\" href='https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-3.png'><img loading=\"lazy\" decoding=\"async\" width=\"734\" height=\"852\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-3.png\" class=\"attachment-large size-large\" alt=\"\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-3-200x232.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-3-258x300.png 258w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-3-400x464.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-3-600x696.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2026\/10\/AI-chat-3.png 734w\" sizes=\"auto, (max-width: 734px) 100vw, 734px\" \/><\/a>\n\t\t\t<\/dt><\/dl><br style=\"clear: both\" \/>\n\t\t<\/div>\n\n<p>Now, let&#8217;s delve into this conversation facets through customer&#8217;s lens:<\/p>\n<ul>\n<li>Firstly the AI agent welcomes the customer with a brief message and smartly asks an open question to engage him\/her.<\/li>\n<li>Then, after customer&#8217;s asking about company&#8217;s services the AI agent makes a huge mistake. In fact, instead of asking the customer to explain more precisely their need (e.g. asking &#8216;what specific service are you interested in?&#8217;) the AI agent provides a <strong>long-winded, generic response<\/strong>. Accordingly, the answer is not coherent with customer&#8217;s need because it just describes the supposedly great features of their platform. On top of that, even words and form being used are inconsistent since Ai agent starts off with <em>&#8216;[name of the brand] offers&#8230;&#8217;<\/em> then after a couple of sentences shifts to a different form <em>&#8216;we provide&#8230;&#8217;.<\/em><\/li>\n<li>As a result, the customer wants to close rapidly the chat by replying &#8216;none of them&#8217;.<\/li>\n<\/ul>\n<p>In a nutshell, the first response has killed overall customer experience due to lack of proactivity and empathy that are key ingredients!\u00a0 Related podcast \ud83c\udfa7 <a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/5-critical-points-for-ai-in-digital-customer-service\/\">5 critical points for AI into Digital Customer Service<\/a>.<\/p>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>Stop using AI like a low level chatbot. To take full advantage of it, get your conversational flows optimized first, then use AI to amplify outcomes: e.g. reducing customer efforts and introducing AI in-chat solutions that previously were not available.\u00a0<\/p>\n<blockquote>\n<p>\ud83d\udca1\u00a0 Are you using AI to make customer&#8217;s life easier?<\/p>\n<\/blockquote>\n<p>.<\/p>\n<p>Have great conversations.<\/p>\n<p>.<\/p>\n<p><strong>P.S. <\/strong><a href=\"https:\/\/customerserviceculture.com\/newsletter\/\">Iscriviti alla newsletter settimanale<\/a>.<\/p>\n<p><em>Credit image: Unsplash.com<\/em><\/p>\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customers have always loved or hated chatbots depending on how their experiences were with them. And even though that many companies are implementing AI into their models, I still observe repeating the same old conversational hiccups. To the point that in some cases AI instead of delivering higher quality digital customer experiences, it&#8217;s similar to [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":45013,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","tve_updated_post":"","tve_custom_css":"","tve_user_custom_css":"","tve_globals":{},"tcb2_ready":0,"tcb_editor_enabled":0,"tve_landing_page":"","_tve_header":"","_tve_footer":""},"categories":[806],"tags":[998,924,853],"class_list":["post-45004","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience-3","tag-ai-agent","tag-customer","tag-digital-conversations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Stop using AI like a low level chatbot - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Even though many companies implement AI some of them deliver low level chatbot customer experiences. 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