Creating Customer Service Bots That People Don’t Hate

Service bots are revolutionizing the marketplace, from traditional retail and food-and-beverage to health care. These autonomous systems, from physical robots to digital chatbots, are designed to interact with and serve customers. But many customers are dissatisfied with service bots: A recent field study based on 35,000 customer service chatbot interactions at a telecommunications company found that 66% received a 1 out of 5 satisfaction rating.