Chatbots are cost-effective but can create customer fury

Chatbots are expected to drive 95% of online customer service interactions by 2025 but QUT research has found a failure to meet customer expectations is also driving frustration among users, reducing their likelihood of making ...

Cheerful chatbots don't necessarily improve customer service

Imagine messaging an artificial intelligence (AI) chatbot about a missing package and getting the response that it would be "delighted" to help. Once the bot creates the new order, they say they are "happy" to resolve the ...

Teaching chatbots regular human language

Customer service chatbots are ready to help you night and day. But communication with a bot can be cumbersome sometimes. Christine Liebrecht, Associate Professor of Language, Business Communication, and Digital Media, thinks ...

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