Chatbots are getting too emotional and customers are not happy about it
- Apr 25
- 1 min read
DIGITAL TRENDS — When a customer service representative says, “I totally get your frustration,” it feels natural. When a chatbot says the same thing, something feels deeply off. Now, researchers have confirmed that gut feeling with actual data.
As reported by Techxplore, a new study published in MIS Quarterly finds that when AI chatbots express empathy during a service failure, it can actually make things worse for customers, not better.
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