The Dark Side of AI: How It’s Manipulating Your Customer Experience
Imagine a world where AI-generated chatbots are your new BFFs, and influencer farms are the new infomercials. Sounds like a utopia, right? Wrong. Behind the scenes, AI is manipulating your customer experience, and businesses are either oblivious or complicit in this sinister game.
Dion Chang, CEO of Flux, a trends analysis firm, recently delivered a keynote presentation at the ITWeb CX Summit 2024, where he exposed the dark underbelly of AI’s influence on customer experience. Chang warned that AI has created a culture of instant gratification, where consumers expect businesses to "come to them" and offer seamless, automated services.
But what’s the cost of this convenience? The rise of "hermit consumers" who prefer digital companies that offer instant services, and the proliferation of "influencer farms" that peddle products on social media channels. These farms are like factories, with hundreds of influencers engaging with their audience in real-time, aiming to facilitate instant transactions.
And then there’s the issue of fake influencers, who use AI technology to create fake personas and deceive their followers. Chang pointed out that the difference between fake influencers and their genuine counterparts is significant, and that this presents a major challenge for businesses and customers.
But the scariest part? The mass customisation of products and services, where AI algorithms monitor your online behavior and adjust prices accordingly. This is not just about personalisation; it’s about manipulation. And with the rise of Generation Alpha, who know exactly what they want and when they want it, businesses must be prepared to compete in this new landscape.
So, what’s the solution? Integrated customer service is key, said Chang. Businesses must be agile, flexible, and customer-centric, offering seamless services that meet the demands of the digital age. Anything less is a recipe for disaster.
The question is, are you ready to face the dark side of AI and its impact on your customer experience?