Can I Trust a Gen AI Chatbot With My Customers?

Author(s): Thomas Randall

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Gen AI-enabled customer-facing chatbots can be a valuable tool, but their use comes with pitfalls for an unprepared organization. It’s imperative to keep a human in the loop when developing and operating such chatbots, which includes applying a rigorous test-to-break approach, defining narrow use cases, and clearly defining success.

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