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Cheerful chatbots don’t necessarily improve customer service

New theory predicts movement of different animals using sensing to search

Humans displaying positive emotions in customer service interactions have long been known to improve customer experience, but researchers wanted to see if this also applied to AI. They conducted experimental studies to determine if positive emotional displays improved customer service and found that emotive AI is only appreciated if the customer expects it, and it may not be the best avenue for companies to invest in.

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