Can Customers Handle the Truth About Conversational AI Chatbots? - Digital Journal

A recent study from Göttingen University found that "chatbot disclosure has a negative indirect effect on customer retention through mitigated trust for services with high criticality." Although chatbots are in wide use and provide material benefits for consumers such as 24/7 support, customers may still be suspicious of whether automated responses can get them the help they need. These findings, and others like them, are making some companies reconsider how they are going about implementing chatbot technology into their customer service – can they continue to "pretend" chatbots are real? Can customers handle the truth about chatbots? How do conversational AI chatbots change the game?