In a recent Forbes article, EcomBack founder Nayan Padrai believes an overlooked reputational business risk is the overreliance on technology.
While AI-powered chatbots offer speed and efficiency, handling thousands of inquiries simultaneously, they can fall short in delivering the human touch that is essential for genuine customer relationships. Human interactions provide empathy, nuanced understanding, and personalized service that AI often lacks. In situations requiring compassion, complex problem-solving, or judgment, people still prefer speaking with a real human representative.
By striking a balance between technology and human presence, businesses can enhance customer satisfaction, foster loyalty, and differentiate themselves in an increasingly automated world.
To explore more reputational risks that businesses may overlook, we encourage you to read the full article on Forbes.
