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So you introduced an AI chatbot for customers — here’s why they probably hate it

AI chatbots could be clogging up your customer care process, research suggests, with consumers going so far as to use ‘hacks’ to get around using automated customer service agents.  ServiceNow’s Consumer Voice Report for 2024 found the litany of AI chat interfaces being used to replace human customer service representatives are frustrating consumers. ServiceNow surveyed 2,000 consumers across the UK,…