Technology
Consumers are all about the deal with AI chatbots
April 18, 2022
Consumers are likely to accept a less-than-satisfactory offer if it comes from a chat bot and not a human, but when the offer exceeds expectations, the human agent proved more compelling to the consumer.
Those are top findings from research published by the Journal of Marketing. In simple words, shoppers favor human agents when it comes to a very favorable deal, according to a Wall Street Journal report on the data findings.
As companies increasingly use AI-powered chatbots to handle customer transactions, it remains to be seen how consumers feel about it. New research suggests that it may partly depend on whether consumers think they are getting a good deal.
The research also examined whether the appearance of a bot impacts consumer response, using various different AI chatbot representations from robots with no human features to real people.
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