I am delivering a guest talk at BML Munjal University (India) on how customers react to failed service interactions with chatbots. Chatbots promise to deliver better customer experience through the collection and use of customer insight, and at a fraction of the cost of staff-based customer service. However, interactions with chatbots often fall below customer expectations. Such failures can lead to negative customer outcomes, from mild disappointment to extreme frustration and abandonment.
In this talk, I will report on research examining customers’ reactions to chatbot service failures, and how these can be impacted by how the chatbot interaction is framed.
If this topic interests you, join me and the BML Munjal University community, on Zoom, tomorrow (September, 15th) at 1h30m pm (UK time). Free. Register here: https://zoom.us/webinar/register/WN_JkG8Vu9LRS28N3Oci9xRKA