In an era driven by technology, businesses are constantly seeking innovative ways to enhance customer experiences and streamline operations.
However, not all attempts at integrating cutting-edge solutions go as smoothly as intended, as Posta Kenya recently discovered when they ventured into the realm of artificial intelligence (AI) for their customer care services.
The postal corporation’s foray into AI was marked by a promotional poster that quickly became the center of social media attention – and not for the right reasons.
The now-deleted image, shared on an unspecified platform referred to as X, featured four smiling models wearing call center headsets, inviting Kenyans to engage with their “able” customer care team.
However, what was intended to be a promotional masterpiece turned into a comedic blunder.
Eagle-eyed social media users wasted no time in dissecting the AI-generated image, pointing out peculiar anomalies that left many questioning the credibility of Posta Kenya’s communication team.
Two of the models were depicted with three hands each, an oversight that was hard to ignore. More prominently, the inclusion of two Caucasian models among the four, one of whom had a missing finger, raised eyebrows and fueled the online ridicule.
Kenyans took to the comments section, expressing a mix of amusement and disappointment at the unexpected turn of events. Some users humorously highlighted the “hideous extra hands,” while others playfully connected the mishap to the theme of “Jaba,” referring to stories or rumors.
Mockery ensued, with users making light of the situation, stating, “Talking about Jaba when your people have extra hands.”
Users urged Posta Kenya to adopt technology correctly, emphasizing the importance of identifying software suitable for commercial use and hiring professionals well-versed in its implementation.
Despite the online fiasco, Posta Kenya opted for a light-hearted response. Without issuing a public comment on the errors, they returned to the platform with a photo of their actual customer care agents, accompanied by a caption that humorously questioned whether Kenyans understood jokes.