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Fixing Chatbots Requires Psychology, Not Technology

2025-05-12 12:32:13 英文原文

作者:by Thomas McKinlay, Stefano Puntoni and Serkan Saka

Illustration by Andy Goodman

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.

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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.