Valuing versatility

It's often said that we live in an age of increased specialization: physicians who treat just one ailment, scholars who study just one period, network administrators who know just one operating system.

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 ...

Brand loyalty increases when other customers look, act like us

The more other customers look and act like us, the more likely we are to stay loyal to a particular store or product, according to a groundbreaking study co-authored by a Michigan State University marketing expert.

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 ...

For some consumers, surveys breed feedback fatigue

(AP) -- We appreciate your decision to read this story. Would you take a short survey about your satisfaction with the reading experience? Could you review this article on a website? Rate it for other readers?

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