Tried using an AI to write my customer emails and it backfired hard

I let an AI draft replies for my pest control clients last week because I was swamped (like 50 emails backed up). The first few went fine, but then it told a lady her spider problem was "clearly caused by poor housekeeping" which was totally not true. She forwarded it to my boss and I had to apologize personally. Has anyone else had an AI misunderstand tone this badly?

2 comments

2 Comments

jesse98822d agoTop Commenter

Blame the AI all you want but your REAL mistake was not proofreading before hitting send. I've been using one for client emails for months and the trick is you gotta set it up with clear rules about tone and NEVER let it go straight to the inbox. Feed it your brand voice guide first, tell it to avoid harsh language at ALL costs, and still skim every single reply before it goes out. You handed a machine unsupervised access to customer communication and got exactly what you deserved.

joseph_martinez3521d ago

Does anybody actually train the AI on past emails they thought went well? I noticed when I fed mine a bunch of my old replies that got good responses, the tone got way more natural over time.