How to improve Service Recovery Management with AI-Chatbots
Автор: Lars Meyer Waarden
Загружено: 2025-09-04
Просмотров: 69
Описание:
AI-based services are everywhere — but what happens when they fail? Our experiments in France and the USA explored how customers react emotionally to AI chatbots versus human agents during service breakdowns.
💡 Key insights:
• When a chatbot fails, customers blame the company, not the bot — feeling more frustration than anger, as bots aren’t “in control.”
• Anger fuels confrontation — no matter if the agent is human or AI.
• Design matters: Adding human-like cues (a face, a name, an avatar) makes customers less likely to blame the company.
• Coping improves with thoughtful design: Anthropomorphic cues help customers either solve the problem or better manage their emotions.
• And yes — humans apply social rules to machines, especially when bots look human.
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