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Chatbots have the right to be wrong but customers (apparently) don't forgivePhoto by Flybynight on Pexels
Technology
Искусственный интеллект

Chatbots have the right to be wrong but customers (apparently) don't forgive

SAPO Tek8 September 2026 at 10:37

Chatbots can be right countless times, but a single unsuccessful conversation can lead the customer to completely give up on automated service. When artificial intelligence fails to resolve the customer's problem, it rarely receives a second chance. Recovering customer trust after an unsuccessful interaction with a chatbot can be even harder than the initial error. The article warns that, although chatbots have the "right to be wrong," customers demonstrate they do not easily forgive these failures.

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