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Chatbots in customer support can backfire and result in the loss of business, according to a new Brunel Business School study. The research, published in Services Industry Journal, investigates factors that make chatbot interaction a negative experience for…
Much-maligned chatbots are not about to go away anytime real soon, suggests new research. Consumer retail spends via chatbots is likely to reach US$142 billion within four years, according to the Juniper Research report, “Chatbots: Vendor Opportunities &…
The early generation of chatbots may have had their day – but the concept is not yet dead, says a senior Microsoft executive. Raj Raguneethan, regional business lead, retail and consumer goods, at Microsoft Asia, told Inside Retail Asia that the standard…
New research reveals 75 per cent of shoppers prefer live-agent support for customer service verses 25 per cent support for self service and chatbots. The research, from cloud contact-centre operator NewVoiceMedia, identified consumer concerns about sharing…
Banks increasingly are introducing popular messaging platforms to reach their mobile-savvy clients – DBS for instance launched its banking services on WhatsApp and WeChat in September while Citibank added its Facebook messenger banking chatbot a year ago.…
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