From a user interface perspective, if ads distract or cause delays, consumers won’t go near the app, noted Melissa Copeland of Blue Orbit Consulting. “Consumers may try it, but if they don’t get the efficient and effective answer they are looking for, they will abandon the channel or brand.”
Meanwhile, when it comes to privacy, Geller pointed out that chat transcripts are stored and, at times, reviewed by humans, creating a “durable record of anything sensitive a user blurts out.”
“While Google offers opt-outs and deletion tools, they’re far from intuitive,” she said, emphasizing that enterprises must offer secure contract-level clarity on retention windows, human-review policies, and encryption standards, and should also insist on audit rights to verify compliance.
This story originally appeared on Computerworld
