September 2020 round-up

September was about the return to routine. We returned to work after the family vacation. The kiddo returned to school after the long summer break, and the teen returned to her student accommodation. We also returned to the gym, after the lockdown.  Of course, everything is different this time around. Meetings are taking place online. Face … Continue reading September 2020 round-up

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

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