Three researchers from California State University, Northridge, and the University of Maine, Orono, published a study investigating the impact of chatbots on customer outcomes. Dongling Huang, Dmitri G. Markovitch, and Rusty A. Stough found that while customers still prefer human service in some contexts, there is another way to achieve just as good results: an approach that combines chatbot service “with a light touch human intervention.”
Forbes Magazine
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Northridge