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NIM Marketing Intelligence Review
Volume 11 (2019): Issue 2 (November 2019)
Open Access
When Humanizing Customer Service Chatbots Might Backfire
Rhonda Hadi
Rhonda Hadi
Saïd Business School, University of Oxford
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Hadi, Rhonda
Nov 15, 2019
NIM Marketing Intelligence Review
Volume 11 (2019): Issue 2 (November 2019)
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Published Online:
Nov 15, 2019
Page range:
30 - 35
DOI:
https://doi.org/10.2478/nimmir-2019-0013
Keywords
Chatbots
,
Customer Service
,
Angry Customers
,
Avatars
,
AI
© 2019 Rhonda Hadi, published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial 4.0 International License.
