AI Chatbots: Should You Trust Them for Your Digital Business?
AI ChatbotShould we trust them or not when the 31% responses could be wrong? AI chatbots are entering every stage of the customer journey, but understanding whether and to what extent they are trustworthy has become a strategic priority for companies and professionals.
Google's data, which shows that approximately 311 TP3T of responses generated by AI tools are inaccurate or incorrect, opens a fundamental debate on how to design, use, and monitor these technologies. It's not about abandoning AI chatbots, but rather understanding their limitations, adopting appropriate controls, and intelligently integrating them into business processes.
AI Chatbots: What They Are, How They Work, and Why They Fail
THE AI chatbot These are conversational systems based on language models trained on huge amounts of text data. They use machine learning and deep learning techniques to predict the next word, generate coherent sentences, and simulate natural dialogue with the user.
These models don't "understand" content like a human, but work on statistical correlations between words and sentences. As a result, they can produce formally correct but conceptually incorrect answers, a phenomenon known as "hallucination" in AI. The 31% data on incorrect answers shows that reliability is not yet absolute and requires supervision.
According to analyses and discussions also reported by sources such as Wikipedia and technical documentation on language models, the main error factors include: incomplete or outdated training data, ambiguous requests, lack of real-time verification of information, and lack of long-term context in complex conversations.
AI Chatbot Reliability: What the 31% Means for Incorrect Answers Means
When talking about AI chatbot and a 31% of incorrect answers, it's important to interpret the data correctly. This doesn't mean that every third sentence is catastrophic, but a significant portion of the answers may contain inaccuracies, misleading simplifications, or factual errors.
For companies, this directly impacts critical aspects such as customer service, information process automation, marketing campaigns, and data management. In customer care, for example, an AI chatbot that provides incorrect information about orders, returns, or contractual terms can lead to complaints, loss of trust, and damage to the company's reputation.
At the same time, the 69%'s tendency to deliver correct responses, if properly filtered and supervised, represents enormous potential for efficiency. The goal isn't to have perfect AI chatbots, but to build hybrid human-machine systems with controls, escalations to human operators, and automatic verification logic for the most sensitive content.
The scientific and industrial community, as emerges from the reports on AI published by bodies such as the European Commission, emphasizes the need for guidelines for the responsible use of artificial intelligence, especially when AI chatbots influence economic decisions or consumer protection.
AI Chatbots and Risk Management: Best Practices for Businesses
To continue to exploit the AI chatbot Without exposing yourself to excessive risks, it's helpful to adopt some technical and organizational best practices. The first is to clearly define use cases: not all activities are suitable for full automation. Legal, healthcare, financial, or contractual issues always require human oversight.
It's essential to implement a fallback system that allows the AI chatbot to hand the conversation over to a human operator when the level of uncertainty is too high or when the user expresses dissatisfaction. In parallel, alerts and monitoring dashboards should be configured to analyze conversations, identify recurring error patterns, and correct workflows.
Another critical component is transparency: informing users that they are interacting with an AI chatbot, clearly indicating human contact channels, and explaining how data is processed. The guidelines on responsible AI, also discussed by the’OECD, insist on principles of transparency, accountability and security that every company should integrate into its internal policies.
AI Chatbots in WhatsApp and Messaging Communications
Many companies are bringing the AI chatbot within messaging channels like WhatsApp Business to automate replies, send notifications, and manage lead generation flows. This offers significant advantages in terms of speed, 24/7 availability, and the ability to handle high conversation volumes.
However, integrating AI chatbots into these channels also amplifies the impact of any errors. A single incorrect response can be shared, screened, and commented on by customers, with immediate effects on the brand's reputation. Therefore, it's crucial to use platforms that allow you to monitor, segment, and optimize conversational flows.
Professional solutions based on official APIs, such as those for WhatsApp Business, allow you to combine AI chatbots with automation rules, contact segmentation, and coordinated human intervention. This way, companies can leverage the efficiency of AI while reducing the risk of unhandled errors or inappropriate messages.
AI Chatbots: Impact on Marketing and Business
THE AI chatbot They are profoundly changing the way companies market, sell, and manage customer relationships. The ability to respond in real time, collect conversational data, and personalize messages at scale makes these tools central to every modern digital marketing strategy.
From a marketing perspective, AI chatbots can qualify leads, propose personalized offers, conduct surveys, and support automated sales funnels. While the 31% response rate can potentially be inaccurate, by properly setting up workflows and limiting the AI chatbot to less critical areas, the value generated in terms of engagement and conversions can be significant.
For businesses, the impact is measured in reduced support costs, faster response times, and a better ability to handle peak demand without proportionally increasing the number of human agents. At the same time, specific KPIs must be established to monitor the quality of AI chatbot conversations: satisfaction rate, escalation to human agents, average resolution time, and impact on sales.
Companies that integrate AI chatbots into popular messaging channels, like WhatsApp Business, can create consistent conversational experiences across the entire customer journey: from brand discovery to post-sales. AI thus becomes an ally of customer care and marketing, provided it is integrated into a well-designed automation architecture.
How SendApp Can Help with AI Chatbots
To make the most of the AI chatbot To maintain control over the quality of responses, it's essential to rely on a platform specialized in WhatsApp Business communication and marketing automation. SendApp was created with this very goal: to help companies create effective, automated, and trackable conversations.
With SendApp Official, businesses can integrate AI chatbots using the official WhatsApp Business APIs. This ensures greater stability, compliance with platform policies, and the ability to orchestrate transactional message flows, notifications, and multi-channel marketing campaigns.
SendApp Agent It allows AI chatbots to be paired with human teams, with intelligent routing, chat assignment, and cross-department collaboration. This way, when the AI chatbot isn't sure how to respond, or when the user explicitly requests human contact, the conversation is seamlessly transferred to the most appropriate agent.
For advanced automation needs, SendApp Cloud It offers tools for creating complex workflows, segmenting contacts, activating trigger-based campaigns, and integrating data from CRM and management systems. AI chatbots thus become a hub of a broader automation ecosystem, where every message is contextualized and measured.
In combination with the other solutions of the platform, available on sendapp.live, companies can design a complete conversational experience: from the first contact generated by an AI chatbot to ongoing customer management. The next step is to activate a dedicated consultancy and field test the impact of AI on your communications.
If you'd like to learn how to leverage AI chatbots on WhatsApp Business to reduce the risk of errors and improve service quality, you can request a demo or free trial of SendApp. A specialized team will help you define the most suitable use cases, configure automation workflows, and set up a continuous performance monitoring system.
