Creating Customer Service Bots That People Don't Hate.

This article discusses the challenges and strategies for creating customer service bots that are well-received by consumers. The authors conducted six experiments to understand how consumers perceive service bots and found that customers often believe that bots prioritize cost-cutting and profit maximization over customer experience. However, the authors suggest four strategies to improve customer satisfaction with service bots: leveraging large language models to offer faster and better service, sharing economic benefits with customers, focusing on tasks where bots outperform humans, and using conversational styles and language that make bots more human-like. By implementing these strategies, companies can deploy service bots that consumers embrace. [Extracted from the article]