No More Humans: How Chatbots Are Taking Over Customer Service
Dutch regulators on Thursday warned businesses not to rely solely on AI-powered chatbots, calling them one of the biggest sources of consumer frustration.
The Dutch Data Protection Authority (AP) said companies must always provide customers the option to speak to a human representative.
The watchdog added that firms should disclose when people are speaking with a chatbot and ensure that responses are not misleading or evasive.
Regulators expressed concern that advanced chatbot technology often makes it difficult for consumers to know whether they are speaking to a person or a machine.
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