Negativity around AI support agent
Customers will frequently leave a low CSAT rating and/or negative reviews simply about us using AI for our customer service support, not rating the quality of the interaction. Our AI crafts responses that are accurate, faster, empathetic, and usually better than what my team can write quickly. We do include a statement that, after handoff, it may take a few hours up to a full day to receive a response to set the expectation. We also disclose transparently that AI created the response. AI recently has been perceived negatively by the general public.
Is the answer to not disclose that it's AI so transparently? Curious how other organizations address this or avoid it? Does anyone else experience this?