Posted 2/3/2024, 10:00:00 PM
Automation Leads to Layoffs at KB Kookmin Bank Call Centers, But Customers Say Chatbots Fall Short
- KB Kookmin Bank laid off 240 call center employees citing increased AI chatbot use, but customers complain the chatbots fail to adequately replace human agents
- A July 2022 Salesforce survey found 39% of customers have difficulty using chatbots, the top challenge with digital financial services
- Banks introduced AI chatbots to reduce congestion and provide 24/7 service, but they often fail to understand requests or get stuck in loops
- Customers, especially seniors, struggle with chatbots and often waste significant time before getting issues resolved by human agents
- Beyond banking, the quality of AI-powered customer service call centers across industries is declining, with longer wait times and unsatisfactory chatbot interactions