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UrduNew research from the University of Notre Dame analyzed the AI bot policies and mechanisms of eight social media platforms: LinkedIn, Mastodon, Reddit, TikTok, X (formerly known as Twitter) and Meta platforms Facebook, Instagram and Threads. Then researchers attempted to launch bots to test bot policy enforcement processes.
Tag: Customer Service
Human or AI robot? Who is fairer on the service organizational frontline
Abstract Research has focused on exploring the distinction between human employees and AI robots. However, little is known about customer perceptions of service fairness towards AI robots (vs. human employees). A mixed-methods approach was adopted including a qualitative study which aimed to…
New study reveals how AI can enhance flexibility, efficiency for customer service centers
AI is a valuable asset, so long as it’s used properly, though customer service organizations shouldn’t rely on it exclusively to guide their strategies, according to new research from Binghamton Univesity, State University of New York.
Customer Service Net Promoter Score (NPS) not all it’s cracked up to
For thousands of American businesses, including hundreds in the Fortune 1000, the Net Promoter Score (NPS) of customer loyalty is a magic number that all but guarantees future growth if it’s high enough. But a new study from University of Iowa researchers finds the number is not all that magical.
Cheerful Chatbots Don’t Necessarily Improve Customer Service
Humans displaying positive emotions in customer service interactions have long been known to improve customer experience, but researchers at the Georgia Institute of Technology’s Scheller College of Business 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.
Minimum wage hike boosts customer experience
A research team including Vrinda Kadiyali of the Cornell SC Johnson College of Business, explored a path less traveled in the minimum wage debate – the potential positive impact on customer service and found that many consumers preferred service after the minimum wage increased.