Unit 5: Al in Customer Service - Support That's Fast, Friendly, and Always On
Automation can help — but bad AI is worse than no AI at all.
Hallucinations: AI might confidently give wrong information.
Tone mismatch: A robotic tone in a sensitive situation damages trust.
Escalation errors: Don’t let AI delay access to a real human when needed.
Lack of transparency: Always tell customers when they’re talking to a bot.
Best Practice: Use AI for tier 1 issues — but let humans lead when empathy is needed.
