(p. B4) When LivePerson Inc. started piloting chatbots in early 2018, one of them made an embarrassing faux pas, assuming a client’s customer was talking about a lost package after mentioning losing a spouse.
“And the bot goes, ‘All right, great, I can help you with that. What’s your tracking number?’” said Malik Jenkins, an employee at the artificial-intelligence software company who was involved in the pilots. He said the issue was immediately flagged by someone at the client company and his team tweaked the bot to avoid such responses in the future.
For the full story, see:
Jared Council. “A Human Touch Is Given to Chatbots.” The Wall Street Journal (Thursday, June 13, 2019): B4.
(Note: the online version of the story has the date June 12, 2019, and the title “When Chatbots Falter, Humans Steer Them the Right Way.”)