The use of AI chatbots in customer service roles raises questions about misinformation and transparency. There have been instances where chatbots have provided incorrect information, leading to legal issues. Furthermore, there is debate over whether chatbots should be required to disclose their AI nature upfront. Currently, there are no laws requiring this, but some experts argue that it would be more ethical and foster trust with users.
Key takeaways:
- Property managers are increasingly using AI chatbots to handle inquiries and complaints from tenants, as well as to remind them about rent payments.
- Companies like EliseAI provide these chatbots, which are designed to be as humanlike as possible, serving millions of apartments across the US.
- Some tenants are not happy with this automated approach, feeling it impersonal and lacking in care, while others appreciate the 24/7 availability of the AI.
- There are ethical and legal questions around the use of AI in customer service, including the accuracy of information provided and whether the AI should declare itself as such upfront.