AI, I need consoling!

Speaker: Kyunghwa Chung (Jenny), PhD, Assistant Professor of Marketing, College of Business and Management:

Title: AI, I need consoling!

The importance of AI is increasing in the service industry. Many firms are replacing their call center staff with AI chatbot services. But are consumers really satisfied with AI services? What do consumers really want when they contact customer service? In this seminar, Jenny C’s experiments related to consumer responses to AI service are introduced.

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