Fixing Chatbots Requires Psychology, Not Technology
作者：by Thomas McKinlay, Stefano Puntoni and Serkan Saka
Illustration by Andy Goodman
Summary.
AI-powered chatbots are becoming the new standard for managing product inquiries, complaints, and refunds—interactions critical to customer satisfaction, brand perception, and sales. According to one recent survey, 85% of customer service leaders are already exploring a customer-facing AI solution. If your company doesn’t have one yet, it likely will soon.
Read more on Customer service or related topics Generative AI, AI and machine learning, Automation, Customer experience, Sales and marketing, Marketing, Consumer behavior, Sales and Experimentation
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摘要
AI-powered chatbots are increasingly becoming the standard for handling customer inquiries, complaints, and refunds. A recent survey shows that 85% of customer service leaders are exploring AI solutions, indicating a likely widespread adoption soon.