New paper: Forced vs Voluntary Chatbot Use: How It Shapes Customer Satisfaction and Blame

As chatbots become an integral part of customer service, mistakes remain inevitable. Whether it’s a failure to understand the customer’s intent or an error in executing an order, such failures raise a key question: Who do customers blame— themselves or the company? Blame attribution shapes customers’ subsequent behaviour. For instance, if I think that I received … Continue reading New paper: Forced vs Voluntary Chatbot Use: How It Shapes Customer Satisfaction and Blame

Accountability for chatbot errors: Air Canada’s legal battle

When Air Canada’s chatbot gave wrong information to a customer, and the customer complained, the airline argued that it was not responsible for the chatbot’s mistakes. They tried to get away from honouring the wrong information provided by the chatbot, saying that the customer should have consulted the company’s website instead. Canadian courts disagreed, and … Continue reading Accountability for chatbot errors: Air Canada’s legal battle