JOURNAL ARTICLE

Fixing Chatbots Requires Psychology, Not Technology: Six strategies for getting people to love--and buy from--your AI chatbot.

  • Published In: Harvard Business Review Digital Articles, 2025. P. 1 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: McKinlay, Thomas; Puntoni, Stefano; Saka, Serkan 3 of 3

Abstract

The article discusses the importance of psychological strategies over technological improvements in enhancing customer satisfaction with AI-powered chatbots. Despite advancements in AI, many customers still prefer human interaction, with 77% finding chatbots frustrating. The authors propose six strategies to improve chatbot effectiveness, including labeling chatbots as "constantly learning," providing proof of accuracy, using careful flattery, and adjusting responses based on customer emotions. They emphasize that the future of chatbots lies in understanding human psychology, positioning them as brand ambassadors that can significantly influence customer loyalty and sales. [Extracted from the article]

Additional Information

  • Source:Harvard Business Review Digital Articles. 2025/05, p1
  • Document Type:Article
  • Subject Area:Computer Science
  • Publication Date:2025
  • Accession Number:186264626
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