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
Tag: Dark side
A great marketing lesson an unlikely place: drug dealing
Sometimes, good (marketing) lessons come from bad places. For instance, the dark web gives us great lessons about branding, reputation and social proof. And here is another one. It is an interview with an ex-drug dealer, Coss Marte, for the Gimlet Media's podcast Start-up. The interview gives us an amazing insight into: Segmentation – There … Continue reading A great marketing lesson an unlikely place: drug dealing
Ana Canhoto 