Video online: 60 seconds on...Customer Reactions to Chatbot Errors

Chatbots are not a new phenomenon, but their use in companies continues to grow. The reasons for this are clear advantages such as constant availability in customer service and the ability to support employees. However, AI-supported chatbots in particular also tend to make mistakes. Mariam Bellger, research assistant at the Chair of Business Administration, esp. Marketing, is investigating how customers and employees perceive these errors and what companies can do to reduce negative reactions. In her "60 seconds on ..." video, she presents her research project in more detail.

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