User Frustration

User frustration refers to the negative emotional response that arises when AI systems fail to meet expectations of perform as intended when we interact with them. This frustration has a number of common causes, including poor usability, lack of transparency, unexpected behavior, or perceived incompetence of the AI. Interface design is often the initial cause of these issues; if the system appears too complex or unintuitive, users may be irritated before any interaction even begins. During the interaction, though errors are a clear cause for frustration, users will also have issue with inconsistent or unpredictable quality of responses.

These factors can make it challenging for users to effectively navigate and use AI systems, resulting in confusion and mistrust.

This risk can arise with customer service chatbots that complicate and confuse user requests. A recent survey showed that 55% of respondents felt that chatbots asked too many questions, and 47% struggled to get accurate answers. Source.