Salesforce Moves to Fix AI’s Biggest CX Weakness

Despite the improvements and enhancements made in recent times, AI is still unpredictable and unreliable.

Across the customer service and experience space, the technology is being used to answer questions, guide purchases, and increasingly handle conversations once reserved for human agents.

Yet a familiar problem keeps surfacing: these systems still behave unpredictably.

They can be fluent and insightful one moment, then miss something basic the next. And when that happens, the customer experience suffers.

https://www.cxtoday.com/crm/salesforce-ai-reliability/