Perceived blame, matters

In customer service, things are bound to go wrong, at some point. When that happens, it is important to not only understand what went wrong, but also what is the perceived cause of the problem, because that impacts on the recovery strategy.   Take interacting with a chatbot, for instance. As discussed in a previous … Continue reading Perceived blame, matters

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

March 2020 round-up

At the beginning of the month, I wrote in my journal that March would be a month in two halves. And it was. But not at all as I had imagined it would be. To be fair, my months rarely pan out as planned. But, boy, has this month been unexpected?!   The first half … Continue reading March 2020 round-up

February 2020 round-up

February was good.   There were some moments of intense sadness, for instance, following the news that Caroline Flack had committed suicide. But, overall, February was a month with a definite sense of momentum at work, with several pieces falling into place. It was also a month with a sense of fun, which even included … Continue reading February 2020 round-up

Forthcoming talk on AI in customer service – March 10th, 6pm, Brunel University London

Next week, I am joining 5 other researchers and practitioners working in the field of AI, for an evening event, examining various use cases of AI, from law to the built environment, and including customer service.   In my talk, I will be sharing the early findings from a research project that investigates what frustrates … Continue reading Forthcoming talk on AI in customer service – March 10th, 6pm, Brunel University London

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] Social media photos as speech; designing chatbot conversations; shout out to ‪@BoE_Research

The changing nature of photographs in the age of social media When I was growing up, photos were something that we staged carefully; that we took in small numbers; and that we had to wait a long term to see. They marked specific moments.   Nowadays, we take lots of photos that we can see … Continue reading [Miscellany] Social media photos as speech; designing chatbot conversations; shout out to ‪@BoE_Research

Customer satisfaction with chatbots: the surprising role of speed

Modern life demands speed, right? We eat, speak and walk faster than we used to. We are disappointed if our favourite online store does not offer next day delivery (even if, pragmatically, we could very well wait). And we want 24/7 customer service so that we can get instant replies to our queries.   However, … Continue reading Customer satisfaction with chatbots: the surprising role of speed