Are Enterprise Chatbots Working? 

Since the arrival of ChatGPT, virtually every company has been trying to replicate its success in enterprise settings.  There are many purported uses: with some form of customer interaction leading the charge.  There have been many declarations of victory-led by Klarna’s bold announcement a year ago that its AI Assistant was handling two-thirds of customer conversations.  These claims notwithstanding, it is hard to find a customer who has had a tolerable experience with a Chatbot, let alone a satisfying one.  I haven’t succeeded in getting one to tell me if my return has been processed!  Why?  Some of it is a matter of time-to assemble enterprise-specific content and have LLM’s use it intelligently.  But it is not clear how far that will get us.  As a customer, I care most about my purchases, my payments-which requires integration with structured enterprise data.   This may require more logical innovation than is currently envisaged.