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Why We’ve Sacked Our AI Chatbot

In an era where AI chatbots and automated systems are becoming the norm, we’ve made a conscious decision to take a different path. At MacFinder, we believe that when it comes to supporting our customers, nothing beats the human touch.

Why We Made The Change

While AI offers speed and 24/7 availability, it often falls short of delivering the empathy and nuanced understanding that complex issues require.

  • A Forrester Research Survey revealed that over a third of consumers avoid chatbots. The people they surveyed report design issues, slow and incorrect responses, and difficulty getting in touch with a human
  • A 2024 Capgemini report found that consumer satisfaction with AI was only 37%
  • According to a report by AmplifAI, 68% of consumers would not use a bad chatbot again, and 32% of customers will leave a brand after just one bad experience

The Pros and Cons of AI in Customer Support

Pros:

✅ 24/7 Availability: AI systems can assist at any time

✅ Efficiency: AI can offer quick responses for straightforward issues

Cons:

❌ Lack of Empathy: AI lacks the human touch to understand and resolve complex or emotionally charged issues

❌ Limited Problem-Solving: Automated systems frequently struggle with non-standard problems.

❌ Personal Touch: People are social creatures; we simply prefer interacting with others.

Our Commitment to You

We understand that Macs are intricate devices and our customers often have unique questions and concerns. That’s why we’ve chosen to have real, knowledgeable people available to help you.

Our team is trained to understand your needs and provide personalised support that AI can’t match – you’re not just another ticket in a queue when you reach out to us.

You’re a valued customer deserving of thoughtful, human-centric support. We’re here to assist you with empathy, expertise, and a genuine desire to help.

What Do You Really Think About Chatbots?

We’ve taken a stand for human support, but your opinion matters most. Let us know if we made the right call – it only takes a moment.

Have Your Say