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
Tag: Customer service
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
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
The customer perspective on AI
There is considerable interest regarding the potential of AI for various customer facing tasks – from market prospecting, to sales and after-sales. But what will customers think of these technologies? Will they be happy that their delivery query is being handled by a chatbot, or that their meal is being delivered by a robot? Jochen … Continue reading The customer perspective on AI
The potential of AI for customer facing applications
There is considerable interest regarding the potential of AI for various customer facing tasks, from market prospecting, to sales and after-sales. But there are also considerable technical limitations to keep in mind, when planning the deployment of AI-powered solutions to carry out tasks that have a direct impact on the customer experience. If deployed in … Continue reading The potential of AI for customer facing applications
Customer service via Twitter – what a missed opportunity for airlines
Twitter can be a great channel for customer service. As my own research shows, customers see Twitter as a quick way of solving problems, obtaining information, and connecting with (and learning from) other users. Yet, not all firms seem to be embracing it. Research by Priyanga Gunarathne, Huaxia Rui and Abraham Seidmann, looking at how … Continue reading Customer service via Twitter – what a missed opportunity for airlines
When the firm’s customer is the public’s enemy
Sometimes, good customers do bad things. I mean, they do things that are good for the business, but which may have negative consequences for the wider public. In those cases, the government may intervene and demand that the firm acts in a way that meet the government’s goals (regarding the public good) but which runs contrary … Continue reading When the firm’s customer is the public’s enemy
Talk by UK Country Manager for Amazon, Doug Gurr
Amazon is much maligned for the effect it has on small retailers (not just bookstores), how it treats its warehouse workers, tax avoidance and other controversies. But one thing is true: it has amazing customer service. I have been on the receiving end of great customer service from Amazon on numerous occasions and, again, this … Continue reading Talk by UK Country Manager for Amazon, Doug Gurr
Labels matter for how organisations treat customers
A pudding tastes better when it is described as ‘healthy’ than when it is described as ‘diet’. A business proposal is more credible and persuasive when it is delivered by someone with the title 'director' than when delivered by the same person but using any other title. And students judge online courses more favourably when … Continue reading Labels matter for how organisations treat customers
What stops customers complaining to you
If customer complaints are part and parcel of doing business (and, even, are beneficial for you), then you really want to make sure that an unhappy customer will complain directly to you, instead of switching to a competitor or taking to social media to let the world know about their negative consumption experiences. This presentation … Continue reading What stops customers complaining to you
Ana Canhoto 