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AI Bot vs Live Agent? UK Researchers Examine Customer Responses

According to the study, when a product or service offer is worse than expected, consumers respond better to an AI agent. However, for an offer that is better than expected, consumers respond more favorably to a live agent. ....

New South Wales , University Of Illinois , United States , Adam Duhachek , Aaron Garvey , Taewoo Kim , Gatton College Of Business , University Of Technology Sydney , University Of Kentucky , Technology Sydney , Gatton College ,

AI bot versus live agent? UK researchers examine customer responses

AI bot versus live agent? UK researchers examine customer responses
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New South Wales , University Of Illinois , United States , Adam Duhachek , Aaron Garvey , Taewoo Kim , Gatton College Of Business , University Of Technology Sydney , University Of Kentucky , Technology Sydney , Gatton College ,

It's better for AI to handle negative customer experiences

Nothing about customer service is easy. You get impatient when you’re the customer and your questions seem to vaporize into thin air. If you’re the rep, you never know when you could get attacked by someone demanding to speak to your manager. ....

Aaron Garvey , University Of Kentucky ,