The Chatbot Graveyard: Why Most Self-Service Fails (And How to Fix It)
February 5, 2025
"90% ticket deflection!" The sales rep proclaimed proudly, not realizing that number was a glaring red flag. When you're drowning in support tickets, that kind of automation sounds like salvation, but if your AI is handling that many tickets, you probably have a bigger problem on your hands. The uncomfortable truth is that most chatbots are failing (spectacularly) and turning products into digital mazes that frustrate users and make everyone a little more skeptical about AI in customer support. - Daniel Kimber, CEO, Brainfish