"GenAI is especially well suited to handle that kind of question and an accurate answer might win customers for life, though it might use up a large number of tokens."
"I have argued that AI can be a powerful tool, but its hallucinations make it a bad choice for direct customer interactions."
"For some companies, 'GenAI can sometimes make things up and do so in a highly confident manner' is going to remain a deal killer."
"Indeed, the more sophisticated these models get, the more they hallucinate."
GenAI can effectively assist customers with complex dietary requirements by recommending suitable menu items, potentially fostering customer loyalty. However, its propensity for hallucinations raises concerns about reliability in customer interactions. This unreliability can deter companies from fully embracing AI for direct customer service, as hallucinations may not be resolved in the near future. The sophistication of AI models may exacerbate this issue, making it crucial for businesses to weigh the benefits against the risks of using AI in customer-facing roles.
Read at Computerworld
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