“Coping with chatbot service failure” webinar, 15th September, free

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

One thought on ““Coping with chatbot service failure” webinar, 15th September, free

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s