By Petiatil (talk) on Wikipedia-en. - Own work, Public Domain, https://commons.wikimedia.org/w/index.php?curid=821965
CALGARY — Businesses are increasingly using artificial intelligence to support customer service, but a new report from the Better Business Bureau suggests many consumers remain unconvinced by the technology.
The BBB says it has received more than 100,000 complaints, reviews and Scam Tracker reports mentioning artificial intelligence or automation over the past three years. According to the report, consumers frequently described feeling frustrated, ignored or unable to resolve problems when interacting with automated systems.
The report found more than 90 per cent of nearly 20,000 business reviews mentioning artificial intelligence since 2023 expressed negative sentiment.
Many of the complaints involved online retailers, e-commerce businesses and other technology-focused industries where automated customer service tools have become increasingly common.
The BBB says consumers often reported difficulty reaching a human representative, leaving them feeling their concerns were not being heard or adequately addressed.
Mary O’Sullivan-Andersen, president and CEO of BBB Alberta and East Kootenay, said consumers recognize the potential benefits of artificial intelligence but continue to express dissatisfaction with many current implementations.
The organization says businesses should view the findings as a reminder that customer service still depends on building trust and providing meaningful support when problems arise.
The report also warns consumers about the growing use of artificial intelligence in scams.
Among its recommendations, the BBB advises consumers to be cautious of unexpected automated phone calls, verify websites before sharing personal information, remain skeptical of sponsored search results impersonating legitimate AI services and remember scammers can easily generate new phone numbers.
The BBB says while artificial intelligence continues to evolve rapidly, businesses deploying the technology must ensure customers can still access effective human assistance when needed.
Comments