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

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

Workshop on Artificial Intelligence in Marketing

The talented Daniela Castillo and I are organising a workshop on Artificial Intelligence in Marketing. Our aim is to bring together 12 participants for in-depth discussions about: Developments in Artificial Intelligence What this means for marketing – e.g., in terms of customer behaviour, marketing strategy, and even the role of marketing and marketers Methodological issues … Continue reading Workshop on Artificial Intelligence in Marketing