Chatbots get better and better – but will that improve service ?
With AI and better adoption of user preferences chatbot interactions become more natural and generate a better user experience. Question is if that will lead to better service.
During my research I came across Katja Raunio and her thesis with the rather scientific title: Chatbot anthropomorphism: Adoption and acceptance in customer service.
It is worth reading as there is only little research on chatbot perception out there and Katja has some interesting conclusions.
My two key findings:
-ensure customers recognize they are interacting with a machine
-pay attention to the „communication style“ of your bot – not only the statistics
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