Slides from “Coping with chatbot service failure” talk

Here are the slides from my (online) talk at BML Munjal University, earlier this month. This talk draws on my work on identifying how artificial intelligence can destroy business value, and specifically the empirical work developed my doctoral student Daniela Castillo (paper here; discussion here and here). The talk was followed by a Q&A, where participants … Continue reading Slides from “Coping with chatbot service failure” talk

New paper: “Productive employment and decent work: The impact of AI adoption on psychological contracts, job engagement and employee trust”

Ashley Braganza, Weifeng Chen, Serap Sap and myself just had a paper published in the Journal of Business Research. The title of the paper is “Productive Employment and Decent Work: The Impact of AI Adoption on Psychological Contracts, Job Engagement and Employee Trust”.  The paper examines the effect of the combined emerging work practices of gig work and AI-enabled work automation, … Continue reading New paper: “Productive employment and decent work: The impact of AI adoption on psychological contracts, job engagement and employee trust”

Tech entrepreneurs and computing experts need training in social sciences

Some time ago, I was around a dinner table with some tech entrepreneurs, when I said that sociology should be a compulsory module in computer science courses, because most tech entrepreneurs and computing experts clearly lack a basic understanding of human behaviour, which creates a lot of problems for the rest of us. As you … Continue reading Tech entrepreneurs and computing experts need training in social sciences

Sources of customer dissatisfaction in AI-powered service interactions

Chatbots are everywhere, and used in every industry. They promise to improve customer service, by offering 24-hour service and quick answers, at a fraction of the cost of their human counterparts. Reality is, however, less… polished.   Even a bit frustrating. In the paper “The dark side of AI-powered service interactions: exploring the process of … Continue reading Sources of customer dissatisfaction in AI-powered service interactions

Covid19, the limitations of machine learning, and the importance of data

The Covid-19 crisis is showing us the limitations of many things that we took for granted. Medicine’s ability to cure, for instance. For the time being, there is no cure for Covid19 – the best thing that the fantastic health professionals can do for us is support our bodies, while they fight the virus’s infection. Or, the … Continue reading Covid19, the limitations of machine learning, and the importance of data

Role of robot appearance vs behaviour on users’ perception

Robots are increasingly playing a role in customer service – be it taking orders in restaurants, providing information in banks, or delivering items in hotels. For the investment in customer service robots to be worthwhile, though, customers need to enjoy interacting with them, and they need to trust them. A robot’s appearance has a key … Continue reading Role of robot appearance vs behaviour on users’ perception

New paper: How AI can destroy business value

As we enter the fourth industrial revolution, Artificial Intelligence (AI) and Machine Learning (ML) technologies are being used to automate business processes in more and more areas, from calculating optimal transport loads to shortlisting loan applicants without human input. These technologies promise to create business value, for instance, by improving productivity and reducing mistakes. However, … Continue reading New paper: How AI can destroy business value

AI is a system, not a technology

I have been reading a lot of about artificial intelligence (AI), lately, and reflecting on its implications for how organisations interact with its customers. I have noticed that, often, AI is equated with the algorithm that underpins it (which is, often, assumed to be a machine learning algorithm). That makes sense, because algorithms are fundamental … Continue reading AI is a system, not a technology

[Miscellany] Not smart; not oil; not AI

The connected home is not smart I only noticed this now; but, it seems that, when Google merged the Home and Nest divisions, it rebranded the connected home from ‘smart’ to ‘helpful’. The announcement said: Today, we’re committing to that goal by bringing the Home products under the Nest brand. Our first step as Google … Continue reading [Miscellany] Not smart; not oil; not AI

The suspected use of AI makes people trust others less

With Artificial Intelligence (AI) promising to bring analytical power and cost savings to many customer facing functions, it is pertinent to ask how the deployment of AI impacts on the image of people / brands. For instance, if consumers believe that your online profile was developed by AI, does that impact on how they see … Continue reading The suspected use of AI makes people trust others less