As AI agents increasingly handle customer service interactions, it's natural to ask: How do users respond when a service failure is caused by an AI agent versus a human one? A study by Yibo Xie, Zelin Tong, and Zhuorong Wu explored just that. Through a series of experiments, where participants were asked to imagine that … Continue reading When things go wrong we forgive AI more easily than humans; but empathy saves the day
Tag: empathy
When do consumers actually prefer the AI option (and why)?
AI agents are increasingly popular in customer interface. Sometimes they are the only option, others the default one before consumers are escalated to a human agent. One example of AI agents in customer interface that I mention frequently is AI-powered chatbots. Firms may use AI-powered agents to cut costs, because of their superior analytical capability or, even, … Continue reading When do consumers actually prefer the AI option (and why)?
Ana Canhoto 