Movement Inc. Official Home Page
I tried an AI chatbot for our gym. It was terrific. Quick replies. Very empathetic. Almost too empathetic. And quite accurate. Some of the replies went above and beyond since the chatbot had been trained on plenty of interactions, blogs and content.
But there was a simple problem: clients didn't mind a late response. But they wanted a human response. They wanted a coach to answer their question. Even the yes, sure, why not, why not this, good job, pick this up, that's too much felt more impactful coming from a coach.
So that's what we did. Templated a few things and let the coach reply.
Our choice to go back to a simpler system was helped by the horrible interfaces of WhatsApp Business API based apps. It was so clunky and unintuitive, we wound up dropping the ball on follow ups for a few leads. (Not shifting blame, it was our fault.) And WhatsApp's API made it hard for us to reliably reach existing clients with simple things like a renewal message. It was quite the shitshow. AI couldn't help with this.
So we went to simpler human responses to solve problems. Whatever gains in productivity and speed were had by automation were lost simply because clients valued a human response over a speedier or potentially comprehensive one from a machine.