Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Reasons businesses say "AI support won't work for us":
- "AI makes things up"/"AI can’t be trusted"
- Stories of AI ‘hallucinations’ telling people to eat rocks and lawyers presenting made-up cases in court populate the headlines.
The Reality for AI Support Agents:
- Specific Training
- Your AI support agent will likely be trained on a very specific, finite set of information you provide to it.
- This means it will only answer questions using that information, nothing else.
- Guardrails
- Most AI agents have guardrails to prevent them from ‘hallucinating’, referring to competitors’ products, or answering outside of their knowledge base.
- If they don’t, you should probably look elsewhere.
- Incorrect Responses
- Generally the result of unclear documentation provided to the AI.
- The AI agent is in effect a ‘mirror’ being held up to your knowledge base.
- If its answers are wrong, there is a good chance a person reading them would also have misunderstood too.