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Latest Publication
"Why are Customers Averse to Service Chatbots?"
with Evgeny Kagan and Maqbool Dada.
Manufacturing and Service Operations Management.
Customers often avoid using service chatbots even when doing so would save them time — but why? This paper shows that the main culprit is not distrust of AI per se, but rather an aversion to the uncertainty of the chatbot process itself: nobody likes not knowing whether their issue will be resolved quickly or whether they'll end up waiting even longer to speak to a human anyway.
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